Service Manager
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Job Location:
Monthly Salary:
Posted on:
2 days ago
Vacancies:
1 Vacancy
Job Summary
Company Overview
Group/Division
Job Description/Preferred Qualifications
We are currently looking for a talented Service Manager (f/m/d) to join our process tool support team. The role will be based in Dresden and the primary customers are in Austria and Germany. This role is perfect for someone who is passionate about working on some of the most complex and cutting-edge technologies in a dynamic global environment.
As a Service Manager at KLA youll play a crucial role in ensuring our advanced systems are installed and operating to the highest standards at customer sites across the region. You will be at the forefront of ensuring customer satisfaction collaborating with multicultural teams and traveling across the region to meet your team and customers. Your work will be vital in making sure our tools are sustained correctly and ready to deliver maximum value to our customers.
This position offers the chance to work in a truly innovative and dynamic environment. If you are interested in this exciting opportunity please let us know.
Your Responsibilities:
Customer Service:
Establish strong customer relationship at all levels
Manage Field Service operations for our customers in Central Europe
Ensure effective coordination of service operational activities
Drive operational activities for meeting customer operational KPIs
Manages all facets of customer retention (CRM) and satisfaction including participating in the resolution of customer concerns and defining and developing a customer contact strategy.
Be proactive with customer management to identify potential areas of improvement and drive resolution (tool or customer service related)
Manage site escalations
Hold regular customer meetings (OC KPI regular service meeting) including preparation and following up on open tasks
Business:
Forecast and help manage quarterly and annual business revenues
Work closely with customer and promote relevant CIPs and product enhancements to customer
Understand all customer related agreements equipment specifications and Service Level Agreements
Achievement of operational and financial objectives
Development and implantation of operational plans for increasing customer satisfaction and increasing service market share
Drive corporate image through successful customer service
Active support of account teams to achieve regional targets
Service Sales
Management:
Manage team of up to 15 CSEs distributed in 3 different locations incl. holding 1:1 development plan drive engagement.
Analyzes operational processes escalation procedures and performs training gap assessments for identifying opportunities for service delivery improvements and value add to the customer / clients
Develop a strong knowledge of the equipment base at your customer sites.
Ensures adequate records and systems are maintained
Track and review equipment warranty contract and escalation performance metrics
Establish strong working relationships with other Business Units Product Support Regional Product Support and Sales personnel
Conduct monthly quarterly and annual performance reviews and appraisals.
Ensure direct reports have clear goals that support account goals and objectives and document individual development plans
Our requirements for you:
Strong negotiation and leadership skills
Excellent verbal and written communication skills in German/English and ability to present technical presentations in front of customerat Sr. Management Level
Ability to work in a high-pressure environment on multiple tasks simultaneously
Excellent project management analytic and organizational skills
Basic financial/budget and strategic planning skills
Be a driver
Ability to travel up to 50%
Minimum Qualifications
Minimum Qualifications
Relevant experience in semiconductor field within a Regional Customer Service Organization as a manager and in a customer facing role
Good command of both German and English communication in both writing and speaking.
Good execution and coordination skills
B.A. of Engineering background is a must M.S. is a plus.
Strategic and forward thinker who is proactive and dynamic with a passion for driving innovation and making a meaningful impact.
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
- Restaurant Experience
- Kitchen Experience
- Dealership Experience
- Food Safety Experience
- Management Experience
- Auto Service Management
- Maintenance
- Operations Management
- Cash Handling
- Leadership Experience
- Supervising Experience
- Automotive Service
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
