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.

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.

Job Description

• Plans, manages, and controls the activities of a team that provides operational support for a business segment, group or team.
• Directs the coordination of technical and administrative support activities including installation, repair, preventative maintenance, and engineering change upgrades. Ensures adequate records are kept and systems are maintained. Coordinates field support calls and schedules personnel responding to critical situations. Maintains communication with management and specialists in resolving technical problems and/or bringing problems to the product support department’s attention.
• Analyzes operational processes, escalation procedures and performs training needs assessments for 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, production, delivery and billing inquiries. Manages processes for ensuring customer returns, exchanges, service and repairs are done with speed and accuracy and all client/customer service delivery issues are resolved. Reviews warranty claims.
• Selects, develops, and evaluates personnel to ensure the efficient operation of the function.
  
  

• Minimum 3 to 5 years in semiconductor field and/or relevant experience within a Regional Customer Support organization as a manager and experience in a customer facing role for a minimum of 2-3 years
• Good command of both Hebrew and English communication in both writing and speaking.
• B.A. of engineering background is a plus.
• Strategic and forward thinker who is proactive, upbeat and performance-driven.
• Strong negotiation and leadership skills
• Ability to work in a fast paced environment on multiple tasks simultaneously
• Excellent project management, analytic and interpersonal skills
• Basic financial/budget and strategic planning skills is a plus
• Ability to present in front of customers at Snr. Management level
• Ability to travel up to 30%