Customer Service Manager (SPTS)

KLA is a global leader in diversified electronics for the semiconductor manufacturing ecosystem. Virtually every electronic device in the world is produced using our technologies. No laptop smartphone wearable device voice-controlled gadget flexible screen VR device or smart car would have made it into your hands without us. KLA invents systems and solutions for the manufacturing of wafers and reticles integrated circuits packaging printed circuit boards and flat panel displays. The innovative ideas and devices that are advancing humanity all begin with inspiration research and development. KLA focuses more than average on innovation and we invest 15% of sales back into R&D. Our expert teams of physicists engineers data scientists and problem-solvers work together with the worlds leading technology providers to accelerate the delivery of tomorrows electronic devices. Life here is exciting and our teams thrive on tackling really hard problems. There is never a dull moment with us.

The KLA Services team headquartered in Milpitas CA is our service organization that consists of Service Sales and Marketing Spares Supply Chain management Field Operations Engineering Product Training and Technical Support. The KLA Services organization partners with our field teams and customers in all business sectors to maintain the high performance and productivity of our products through a flexible portfolio of services. Our comprehensive services include: proactive management of tools to identify and improve performance; expertise in optics image processing and motion control with worldwide service engineers 24/7 technical support teams and knowledge management systems; and an extensive parts network to ensure worldwide availability of parts.

Job Description/Preferred Qualifications

(1) Customer engagement - Coordinate daily operation to meet service agreement
(2) Growth- driving service business to ensure CSE productivities > 6% improvement year over year. External revenue / Market share growth rate meets/exceeds corporate guidelines
(3) OpEx - driving Operation KPI to ensure teams performance meeting requirement
(4) Driving solution- Engage with each counterpart to coordinate resource plan and then develop containment plan and permanent solution to system stability meet tools entitlement.
(5) Talent development: attract high talent and have regular one-on-one to ensure CSEs training plan and certification program meet future growth.
(6) Deliver result - a) ensure tools performance meeting tools entitlement. b) coordinate new tool installation. c) service AR/JCAN collection. d) driving SW hot fix and FCO implementation
(7) Support NPI tool preparation and coordinate Division /part support work with CE/marketing team to success evaluation

Minimum Qualifications

Masters Level Degree or work experience of 5 years

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

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