KLA Careers

Director of Field Support - Boise, ID (Micron Account)

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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 Global Customer Organization (GCO) 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. This diverse and dynamic team partners with KLA’s service organization and factory divisions to help ensure alignment between customer needs and corporate offering to maintain a high level of customer satisfaction.

 

Responsibilities

Based in Boise Idaho, the selected individual will be responsible for leading the US field service organization for our Micron account, as well as indirect resources globally.  

SCOPE: Establish strategic plans and objectives that drive the direction of the organization to continually improve customer satisfaction and elevate the performance and engagement of the Field Service Engineering team. Drives all administrative or operational matters and ensures operational achievement of objectives.

JOB COMPLEXITY: Work on complex issues where analysis of situations or data requires in-depth knowledge that can be used to solve complex problems. Develop solutions to complex issues and influences internal and external stakeholder with alignment of these solutions.

DISCRETION: Make good choices and demonstrates decisive leadership both internally and externally that drive solutions to challenging and complex issues.

INTERACTION: Regularly interact with senior level leadership both within the organization and with the customer. Interactions frequently involve special skills, such as negotiating with customers or management or attempting to influence senior level leaders regarding matters of significance to the organization.

SUPERVISION: Direct and control the activities of a broad functional area through interaction with department managers within the company. Has overall control of planning, staffing, budgeting, managing expense priorities, and recommending and implementing changes to methods.

LEADERSHIP: Demonstrate the ability to lead, direct, and manage a team of service managers and engineers in an effective manner. Can develop a High Performing Team where the director is seen as a respected office leader.

CUSTOMER MANAGEMENT: Is seen as the point of escalation both internally and externally for all critical LTD related events. Work with internal and external stakeholders on critical escalation activity and drive/lead down-tool escalations that exceeds the capability or that is escalated beyond the service management team.  Negotiate service contracts for new and legacy products.  Lead quarterly business reviews.

Qualifications

  • Bachelor's Level Degree in engineering or business administration with 5 or more years of experience managing customer support functions for a capital equipment supplier within the semiconductor manufacturing industry
  • Prefer experience leading a large international team, managing P&L, and collaborating with senior management on strategic business development efforts
  • Experience building relationships and collaborating with senior managers (GM level and above) on projects that involve team members from across multiple organizations
  • Leadership ability which attracts talent, creates loyalty, trust, and following. One who can energize people and teams and make cross-functional and cross-business cooperation happen. This individual must be respected by subordinates, peers, and superiors.
  • An effective communication style that is direct, structured, and succinct. One who can articulate complex concepts in a clear and simple manner and adjust communication based on the technical expertise of the audience.
  • Must have experience effectively presenting to a seasoned audience including our clients’ senior leadership team, as well as Company management.
  • Appropriate skill level with MS Office applications, such as PowerPoint, Excel, Word

 

Minimum Qualifications

  • Bachelor’s Level Degree and a minimum of 10 years of experience OR
  • Master’s Level Degree and a minimum of 9 years of experience

 

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.