Field Support Manager
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Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Company Overview
Group/Division
Job Description/Preferred Qualifications
The Field Support Manager provides strategic leadership and direction for the delivery of pre- and post-sales services and support to clients/customers. Leads all aspects of service and customer support operations. Analyzes operational processes escalation procedures and performs training needs assessments for finding opportunities for service delivery improvements and value add to the customer/clients. Liaises between customers and manufacturing sales field service order processing and accounting to resolve status production delivery and billing inquiries. Selects develops and evaluates personnel to ensure the efficient operation of the function.
Major Responsibilities include:
Direct customer support responsibility accountability relationship management service team leadership as well as interface with KLA HQ product support and engineering teams to enable absolute customer satisfaction!
Ensure the success of NPI programs/projects at the local-level as well as coordinating and collaborating with cross-functional remote teams to support successful implementation and adoption of key KLA platforms and technologies.
Direct P&L ownership and continuous improvement in all aspects of the business.
Achievement of internal operational and financial objectives
Hold regular customer meetings (OC KPI regular service meeting) including preparation and following up on open tasks
Drive operational activities for meeting customer operational KPIs
Coordinate and align with customer and install team on required Installation dates
Handle customer escalations by coordinating with CSEs Customer Internal experts and Snr. Management
Check and manage billable activities along with service admin team
Active support of Sales account teams to achieve regional targets
Develop and manage a team of Customer Support Engineers ensuring their development path and appropriate training to meet regional objectives
Essential skills:
Strong customer orientation and advocacy
Excellent project management analytic and organizational skills
Ability to present in front of customers at Snr. Management level
Strong Leadership skills with experience in people management
Previous successful management or technical leadership experience in a fast-paced semiconductor development fab environment desired.
Excellent verbal and written communication skills in Japanese & English
Ability to work in a high-pressure environment on multiple tasks simultaneously
Basic financial/budget skills
Ability to travel up to 10%
Minimum Qualifications
- Minimum 5 years semiconductor field and at least 2 years management experience
- Excellent Communication skills both written and spoken.
- Good execution and coordination skill
- Strategic and forward thinker who is proactive and self driven.
We offer a competitive family friendly total rewards package. We design our programs to reflect our commitment to an inclusive environment while ensuring we provide benefits that meet the diverse needs of our employees.
KLA is proud to be an equal opportunity employer
Be aware of potentially fraudulent job postings or suspicious recruiting activity by persons that are currently posing as KLA employees. KLA never asks for any financial compensation to be considered for an interview to become an employee or for equipment. Further KLA does not work with any recruiters or third parties who charge such fees either directly or on behalf of KLA. Please ensure that you have searched KLAs Careers website for legitimate job postings. KLA follows a recruiting process that involves multiple interviews in person or on video conferencing with our hiring managers. If you are concerned that a communication an interview an offer of employment or that an employee is not legitimate please send an email to to confirm the person you are communicating with is an employee. We take your privacy very seriously and confidentially handle your information.
Required Experience:
Manager
Key Skills
- Active Directory
- Technical Documentation
- Windows
- On-Site Support
- Test Equipment
- Linux
- Internet
- Preventive Maintenance
- Technical Assistance
- Troubleshoot
- Problem Resolution
- Setup
- hardware
- Technical Support
- UNIX
About Company
Calling the adventurers ready to join a company that's pushing the limits of nanotechnology to keep the digital revolution rolling. At KLA, we're making technology advancements that are bigger—and tinier—than the world has ever seen. Who are we? We research, develop, and manufacture t ... View more
