Sr. Field Support Supervisor

KLA•Chandler, AZ

1d•Onsite

About The Position

The Sr. Field Support Supervisor provides supervisory direction for pre- and post-sales services and support to customers. The role leads customer retention activities, including helping resolve customer concerns and developing customer contact strategies. It analyzes operational processes and procedures, assesses training needs, and identifies opportunities to improve service delivery and customer outcomes. The supervisor executes established customer service procedures and coordinates with customers, manufacturing, sales, field service, order processing, and accounting to resolve status, production, delivery, and billing inquiries. The role also reviews warranty claims and oversees return materials authorization (RMA) processes to ensure customer returns, exchanges, service, and repairs are completed accurately and promptly. The position selects, develops, and evaluates personnel to support efficient operations. It receives objectives and goals, directs employees under established policies and management guidance, and may recommend changes to group policies. Work involves analyzing issues and relevant factors, exercising judgment within defined procedures, and interacting frequently with subordinate supervisors and functional peers. The supervisor provides direct supervision to exempt employees and/or skilled nonexempt employees, advises units or subunits, and may become actively involved to meet schedules and resolve problems. The position is based in Chandler, Arizona.

Requirements

Bachelor’s degree with 2 or more years of experience as a lead or supervisor of a technical team; or a master’s degree with 0 years of experience; or an equivalent combination of experience and education.
Ability to analyze issues and relevant factors and exercise judgment within defined procedures and policies.
Ability to gain cooperation from others and present technical information concerning projects or schedules.

Responsibilities

Provide supervisory direction for pre- and post-sales services and customer support.
Lead customer retention activities, participate in resolving customer concerns, and define and develop customer contact strategies.
Analyze operational processes and procedures, assess training needs, and identify opportunities to improve service delivery and customer outcomes.
Execute established customer service department procedures.
Coordinate between customers and manufacturing, sales, field service, order processing, and accounting to resolve status, production, delivery, and billing inquiries.
Review and submit warranty claims.
Manage RMA processes to ensure customer returns, exchanges, service, and repairs are handled accurately and promptly, and customer service delivery issues are resolved.
Select, develop, and evaluate personnel to support efficient operations.
Direct employees according to established policies and management guidance; recommend changes to group policies.
Provide direct supervision to exempt employees and/or skilled nonexempt employees, advise units or subunits, and help meet schedules and resolve problems.