KLA Careers

Senior Field Support Supervisor

Company Overview

Calling the adventurers ready to join a company that's pushing the limits of nanotechnology to keep the digital revolution rolling. At KLA, we're making technology advancements that are bigger—and tinier—than the world has ever seen.

Who are we?  We research, develop, and manufacture the world's most advanced inspection and measurement equipment for the semiconductor and nanoelectronics industries. We enable the digital age by pushing the boundaries of technology, creating tools capable of finding defects smaller than a wavelength of visible light. We create smarter processes so that technology leaders can manufacture high-performance chips—the kind in that phone in your pocket, the tablet on your desk and nearly every electronic device you own—faster and better. We're passionate about creating solutions that drive progress and help people do what wouldn't be possible without us.  The future is calling. Will you answer?

Group/Division

The Customer Group (CG) team is our field based, customer facing organization consisting of Sales, Marketing, Applications, Finance, Human Resources, Facilities & IT.  They partner closely with our customers to provide a comprehensive portfolio of products, services, software and expertise, to help them manage yield throughout their fabrication process—from research and development to final volume production.  Responsibilities of this group include maintaining strategic client relationships, identifying and closing sales opportunities, ensuring our products meet performance capabilities & expectations, providing critical solutions for improved yield performance, and collecting requirements for future products by understanding customer processes and technology trends.  Partnering with our service organization and factory divisions, this diverse and dynamic team helps ensure alignment between customer needs and corporate offering to maintain a high level of customer satisfaction.  

Responsibilities

** Position is based in Beaverton, OR.  **

PRIMARY RESPONSIBILITY:

Provides supervisory direction for the delivery of pre- and post-sales services and support to clients/customers. Manages 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, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add 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. Manages 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.

 

Senior Customer Support Supervisor:

  • 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 changes to unit or sub-unit 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 determine 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. 

 

Qualifications

Desired Qualifications

  • Ability to understand and troubleshoot problems in software and electronics, optics, mechanical, electro-mechanical, and electro-optical systems.
  • Analytical skills
  • Knowledge of computer theory, various operating systems, and applicable operating system software knowledge, Networking in a Windows, Unix or Novell environment.
  • Microsoft Office suite proficiency is required.
  • Basic Semiconductor industry process knowledge required. KLA class for Introduction to semiconductor processes will be provided.
  • Good interpersonal/communication skills in understanding customer needs. Ability to work under pressure and with stringent timelines since the system is down for service and may affect customer manufacturing area..
  • Experience on KLA Archer based systemsCustomer focused
  • Organizational Agility
  • Problem Solving
  • Hiring and Staffing
  • Presentation Skills
  • Organizational Skills
  • Time Management
  • Timely Decision Making
  • Priority Setting
  • Strategic Agility
  • Command Skills

Minimum Qualifications

Associates degree with 2 years experience as a lead or supervisor of a technical team

Or Equivalent Combination of Experience and Education. 

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Equal Employment Opportunity

KLA is an Equal Opportunity Employer. Applicants will be considered for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other characteristics protected by applicable law.

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