Supervisor Field Support Sr.

KLA•Hillsboro, OR

2d•Onsite

About The Position

The 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. KLA is a global leader in the semiconductor manufacturing ecosystem, enabling the production of virtually every electronic device used today. From laptops and smartphones to advanced automotive systems and immersive technologies, our innovations support the devices that power modern life. KLA develops industry leading systems and solutions for manufacturing wafers, reticles, integrated circuits, packaging, printed circuit boards, and flat panel displays. Innovation is at the core of what we do, with approximately 15% of revenue reinvested into research and development. Our teams of physicists, engineers, and data scientists collaborate with the world’s leading technology companies to solve complex challenges and accelerate the delivery of next generation of electronic devices. At KLA, you will work on meaningful problems in a dynamic and fast paced environment where two days are the same.

Requirements

Bachelor’s degree with management or leadership experience and minimum 5 years in a related industry, OR Graduate degree with minimum 2 years management experience in a related industry

Responsibilities

Build and maintain strong customer relationships at all organizational levels while leading field service operations
Drive coordination of service activities to meet customer operational goals
Proactively identify performance improvement opportunities and drive resolution for both tool and service-related issues
Lead regular customer meetings, including operational reviews and KPI discussions, and ensure timely follow-up on action items
Support quarterly and annual revenue planning to achieve operational and financial targets
Collaborate with customers to promote continuous improvement programs and product enhancements
Maintain a strong understanding of customer agreements, equipment specifications, and service level agreements
Develop and implement operational plans to improve customer satisfaction and grow service market share
Partner with account teams to support regional business objectives and strengthen customer engagement
Lead and develop the CSE team through regular performance reviews and development planning aligned with account goals
Evaluate operational processes and customer workflows to identify improvement opportunities and training needs
Build a strong understanding of the equipment base at customer sites installed
Ensure accurate records, systems, and performance metrics are maintained
Track equipment status, warranties, contracts, and customer performance metrics
Establish strong collaboration with business units, product support teams, and sales organizations