Customer Support Manager

**Company Overview**

KLA is a global leader in diversified electronics for the semiconductor manufacturing ecosystem. Virtually every electronic device in the world is produced using our technologies. No laptop, smartphone, wearable device, voice-controlled gadget, flexible screen, VR device or smart car would have made it into your hands without us. KLA invents systems and solutions for the manufacturing of wafers and reticles, integrated circuits, packaging, printed circuit boards and flat panel displays. The innovative ideas and devices that are advancing humanity all begin with inspiration, research and development. KLA focuses more than average on innovation and we invest 15% of sales back into R&D. Our expert teams of physicists, engineers, data scientists and problem-solvers work together with the world’s leading technology providers to accelerate the delivery of tomorrow’s electronic devices. Life here is exciting and our teams thrive on tackling really hard problems. There is never a dull moment with us.

**Job Scope**

Leads the regional Service and Customer Support needs of customers served by the EPC packaging channel. Develops and drives the service business to exceed annual revenue and profit targets.

The role will involve direct management of the ICOS service support resources and coordinating support from SPTS/GSS and potentially Orbotech support orgs to ensure a positive customer experience for Packaging Channel customers across all product lines.

**Customer Service**
- Build strong customer relationships, establish technical credibility and penetrate at all levels of the customer’s technical organization
- Handles all facets of customer retention and satisfaction including participating in the resolution of customer concerns and defining and developing a customer contact strategy.
- Be proactive with customer management to identify potential areas of improvement and drive resolution (tool or customer service related)
- Coordinate factory support as required (BU, Product Support, Logistics, Sales, etc.)
Manage local Critical Issues

**Business / Finance**
- Forecast and help manage yearly business revenue
- Plan, budget, and manage expenses to enable a balanced profitable service business
- Supports customers and promotes relevant CIPs and product improvements
- Understand all customer related agreements, equipment specifications, and Service Level Agreements
- Work closely with Account managers in the channel to drive P&S objectives (Product and Service)

**Administrative / General**
- Analyzes operational processes, escalation procedures, and performs training gap assessments by finding opportunities for service delivery improvements and benefit to the customer / clients
- Liaises between customers and manufacturing, sales, field service, order processing and accounting to resolve status updates, production, delivery and billing inquiries
- Develop a solid understanding of the equipment base at your customer sites.
- Ensures adequate records and systems are maintained
- Track and review equipment, warranty, contract and escalation performance metrics
- Establish strong working relationships with other Business Units, Product Support, Regional Product Support, and Sales personnel
- Ensure all employees receive and maintain proper training
- Conduct performance reviews and appraisals for your team.
- Set clear goals for the team that support overall account goals and objectives
- Promote and role model safety in the workplace
- Ad hoc special projects and tasks as requested by Management

**Essential skills**:

- Strong customer orientation and advocacy
- Excellent project management, analytic and organizational skills
- Effectively communicate through writing and presenting in front of Senior Management
- Expertise in critical thinking and leadership with proven abilities in relationship management.
- Ability to work in a fast-paced environment on multiple tasks simultaneously
- Basic financial and budget management skills
- Ability to travel >25%

**Minimum Qualifications**

Bachelor's Level Degree or work experience of 5 years
- We offer a competitive, family friendly total rewards package. We design our programs to reflect our commitment to an inclusive environment, while ensuring we provide benefits that meet the diverse needs of our employees. _
- KLA is proud to be an equal opportunity employer_