Service 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
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
Manage 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 and 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
Minimum Qualifications
- Proven experience in a regional customer service organization including people management and customer-facing responsibilities
Bachelors degree or higher in Engineering or a related technical field
Solid financial budgeting and strategic planning skills
Strong leadership negotiation and decision-making capabilities
Ability to prioritize and manage multiple tasks effectively in a fastpaced highpressure environment
Excellent project management analytical and organizational skills
Confident presenter with the ability to deliver technical presentations to customers at senior management level
Fluent in German and English both written and spoken
Strong execution coordination and stakeholder management skills
Strategic forward-thinking proactive and dynamic mindset with a passion for innovation and impact
Valid driving license
Willingness to travel up to 50%
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
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
