Field Support Supervisor

KLA • Phoenix, AZ

1d

About The Position

Provides strategic leadership and direction for the delivery of pre- and post-sales services and support to clients / customers. Manages all facets of customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy. Analyzes operational processes, procedures and performs training needs assessments for seeing opportunities for service delivery improvements and value to the customer / clients. Facilitate teamwork among departments, groups, and individuals focusing on what's best for KLA overall. Efficiently manages people and resources to drive productivity and operational excellence. Develops customer service department procedures. Liaises between customers and manufacturing, sales, field service, order processing and accounting to resolve status, production, delivery and billing inquiries. Execution tool Warranty and FPA acceptance process, and reviews warranty claims. Develops and manages return materials authorization (RMA) processes for ensuring customer returns, exchanges, service and repairs are done with speed and accuracy and all client / customer service delivery issues are resolved. Manages market research to determine special pricing for nonstandard items in the interests of ensuring appropriate profit margins are reached and maintained. Selects, develops, and evaluates personnel to ensure the efficient operation of the function. Provide pre-sales and post-sales service to customers.

Requirements

• Minimum 5 years semiconductor field experience
• Good command of English communication in both written and speaking.
• Good execution and coordination skill
• B.A. of engineering background is a must, M.S. is a plus.
• Strategic and forward thinker who is proactive, upbeat.

Responsibilities

• 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
• an extensive parts network to ensure worldwide availability of parts
• Leads all facets of customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy
• Develops and manages return materials authorization (RMA) processes for ensuring customer returns, exchanges, service and repairs are done with speed and accuracy and all client / customer service delivery issues are resolved
• Leads market research to determine special pricing for nonstandard items in the interests of ensuring appropriate profit margins are reached and maintained
• Selects, develops, and evaluates personnel to ensure the efficient operation of the function
• Provide pre-sales and post-sales service to customers

Benefits

• medical
• dental
• vision
• life, and other voluntary benefits
• 401(K) including company matching
• employee stock purchase program (ESPP)
• student debt assistance
• tuition reimbursement program
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees