Sr. Field Support Supervisor

KLA•Rio Rancho, NM

2d•Onsite

About The Position

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. Provides supervisory direction for the delivery of pre- and post-sales services and support to clients/customers. Leads 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 finding opportunities for service delivery improvements and benefit to the customer/clients. Executes on defined customer service department procedures. Liaises between customers and manufacturing, sales, field service, order processing and accounting to resolve status, production, delivery and billing inquiries. Reviews and submits warranty claims. Handles 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. Selects, develops, and evaluates personnel to ensure the efficient operation of the function.

Requirements

Bachelors degree with 2+ years experience as a lead or supervisor of a technical team Or Equivalent Combination of Experience and Education.

Responsibilities

Provides supervisory direction for the delivery of pre- and post-sales services and support to clients/customers.
Leads 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 finding opportunities for service delivery improvements and benefit to the customer/clients.
Executes on defined customer service department procedures.
Liaises between customers and manufacturing, sales, field service, order processing and accounting to resolve status, production, delivery and billing inquiries.
Reviews and submits warranty claims.
Handles 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.
Selects, develops, and evaluates personnel to ensure the efficient operation of the function.