Sr. Field Support Supervisor

KLA•Rio Rancho, NM

7h•Onsite

About The Position

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. SCOPE: Receives assignments in the form of objectives with goals and the process by which to meet goals. Provides direction to employees according to established policies and management guidance. Recommends change to group policies. Management reviews work to measure meeting of objectives. JOB COMPLEXITY: Works on issues where analysis of situation or data requires review of relevant factors. Exercises judgment within defined procedures and policies to execute appropriate action. DISCRETION: Erroneous decisions or failure to achieve results will cause delays in schedules. INTERACTION: Frequently interacts with subordinate supervisors and functional peer groups. Interaction normally requires the ability to gain cooperation of others, conducting presentations of technical information concerning specific projects or schedules. SUPERVISION: Provides direct supervision to exempt employees and/or skilled, nonexempt employees (i.e., technicians, designers, support personnel). Acts as advisor to unit or sub-units and may become actively involved, as required, to meet schedules and resolve problems.

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.
Provides direction to employees according to established policies and management guidance.
Recommends change to group policies.
Acts as advisor to unit or sub-units and may become actively involved, as required, to meet schedules and resolve problems.