Customer Service Manager

KLA • Phoenix, AZ

12d • $92,400 - $157,100

About The Position

The Customer Service Manager leads Field Service operations for KLA customers in Taiwan, building customer relationships and coordinating service activities to meet customer operational goals. The role proactively identifies and resolves tool- and service-related issues, addresses site partner concerns, and manages customer meetings, including preparation and follow-up on action items.

The manager supports business and financial objectives by forecasting quarterly and annual revenue, promoting customer improvements, understanding customer agreements and service-level requirements, developing plans to improve customer satisfaction and grow service market share, and supporting account teams in achieving regional targets. The position also leads the CSE team, conducts performance reviews and appraisals, supports individual development, assesses operational processes and training needs, maintains records and systems, tracks customer and equipment metrics, and collaborates with business units, product support, and sales personnel.

Requirements

• At least 3 years of experience in the semiconductor field and/or related 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.
• Strong execution and coordination skills.
• Strategic, forward-thinking, proactive, upbeat, and driven.

Responsibilities

• Lead Field Service operations for customers in Taiwan and establish strong customer relationships at all levels.
• Coordinate service operations and drive activities that support customer operational goals.
• Proactively identify potential improvements and resolve tool- or customer-service-related 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 promote KLA's corporate image through successful customer service.
• Lead the CSE team, conduct monthly, quarterly, and annual performance reviews and appraisals, set team goals aligned with account objectives, and develop individual development plans.
• Analyze operational processes and customer concern procedures, and assess training gaps to identify opportunities to improve service delivery and customer outcomes.
• Develop an understanding of the equipment base at customer sites.
• Ensure adequate records and systems are maintained.
• Track and review equipment, warranty, contract, and customer performance metrics.
• Build strong working relationships with business units, product support, regional product support, and sales personnel.

Benefits

• Medical, dental, vision, life, and other voluntary benefits.
• 401(k) with company matching.
• Employee stock purchase program (ESPP).
• Student debt assistance.
• Tuition reimbursement.
• Development and career growth opportunities and programs.
• Financial planning benefits.
• Wellness benefits, including an employee assistance program (EAP).
• Paid time off and paid company holidays.
• Family care and bonding leave.
• Participation in performance incentive programs may be available.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed