Customer Service Manager

KLA•Phoenix, AZ

10d

About The Position

The Customer Service Manager leads Field Service operations for KLA customers in Taiwan, building relationships with customer stakeholders and coordinating service activities to meet customer operational goals. The role proactively identifies service or equipment improvement opportunities, addresses customer and site partner concerns, and facilitates regular customer meetings, including preparation and follow-up on open items. The position supports business and financial objectives by forecasting quarterly and annual revenues, promoting relevant customer improvement programs and product improvements, understanding customer agreements and service-level requirements, and developing operational plans to increase customer satisfaction and service market share. It also supports account teams in meeting regional targets. The manager leads the CSE team through regular performance reviews and appraisals, setting goals and individual development plans. The role assesses operational processes, customer concern procedures, and training gaps; tracks equipment, warranty, contract, and customer performance metrics; maintains adequate records and systems; and collaborates with business units, product support teams, and sales personnel.

Requirements

At least 3 years in the semiconductor field and/or relevant experience.
Experience supporting an organization as a manager.
At least 2–3 years of experience in a customer-facing role.
Good written and spoken communication skills in both Chinese and English.
Good execution and coordination skills.
Strategic and forward-thinking approach; proactive, upbeat, and driven.

Responsibilities

Lead Field Service operations for customers in Taiwan and establish relationships with customer stakeholders at all levels.
Coordinate service operations and drive activities that meet customer operational goals.
Proactively identify areas for improvement and drive resolution of equipment or customer service issues.
Address site partner concerns and hold regular customer meetings, including operational committee and KPI meetings; prepare for meetings and follow up on open tasks.
Forecast and help manage quarterly and annual business revenues to achieve operational and financial objectives.
Work with customers to promote relevant CIPs and product improvements.
Understand customer agreements, equipment specifications, and Service Level Agreements.
Develop and implement operational plans to increase customer satisfaction and grow service market share.
Support account teams in achieving regional targets and help advance the corporate image through successful customer service.
Lead the CSE team, holding monthly, quarterly, and annual performance reviews and appraisals, and establish team goals and individual development plans.
Analyze operational processes and customer concern procedures, and assess training gaps to identify service delivery improvements that benefit customers.
Develop an understanding of equipment at customer sites and ensure records and systems are maintained.
Track and review equipment, warranty, contract, and customer performance metrics.
Build strong working collaborations with Business Units, Product Support, Regional Product Support, and Sales personnel.