KLA Careers

Supv, Field Support Sr.

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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 Service Support Organization (GSS) 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 GSS 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.

Responsibilities

  • Provides strategic leadership and 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.
  • Facilitate teamwork among departments, groups, and individuals focusing on what's best for KLA overall.
  • Efficiently manages people and resources to drive productivity and operational excellence.
  • Develops customer service department procedures.
  • Liaises between customers and manufacturing, sales, field service, order processing and accounting to resolve status, production, delivery and billing inquiries.
  • Execution tool Warranty and FPA acceptance process, and reviews warranty claims.
  • Develops and 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.
  • Manages market research to determine special pricing for nonstandard items in the interests of ensuring appropriate profit margins are reached and maintained. Selects, develops, and evaluates personnel to ensure the efficient operation of the function.
  • Provide pre-sales and post-sales service to customers. 

Qualifications

  • Minimum 3 to 5 years in semiconductor field  
  • Good command of both Chinese and English communication in both written and speaking.
  • Good execution and coordination skill
  • B.A. of engineering background is a must, M.S. is a plus.
  • Strategic and forward thinker who is proactive, energetic and performance-driven.
  • Master's Level Degree with at least 2 years of experience. OR Bachelor's Level Degree with at least 3 years of experience.

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