Field 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 KLA Services 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 KLA Services 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/Preferred Qualifications

Site Lead to manage Operations team supporting Intel Kiryat Gat:

The Field Service Manager manages a team of Mangers and CSES to keep a customer’s equipment fleet in good working order. His/her main responsibilities are:

Team Management Define the planning for teams’ interventions, manage Paid Time Off Planning and back-ups.

Customer Relations Management

Report customer information to the engineering teams and the Service Manager

Inform customers of the status of the equipment and ensure customer satisfaction.

Hold regular meetings with customers (OC, KPIs, regular meeting with the service team) including preparation and follow-up of measures to be taken. Coordinate and align with the customer and the installation team on dates for the required installations.

Technical management

Monitor future installations of equipment in the region.

Manage customer claims and complaints in his/her region, coordinate information among local managers, CSEs, clients, technical support and the senior management team.

Guide operational activities to respond to clients’ operational KPIs.

Organize, examine, and update daily reports on cases of stoppage.

Deal with third level escalations with clients, coordinating with CSEs, clients, the internal technical support and Senior Management.

Reporting and Sales

Assist the sales development team in renewals of contracts, providing data, guiding customer sentiment and local operational impacts.

Actively support the Sales team to attain the sales objectives.

Minimum Qualifications

• Bachelor’s degree in Engineering, Business Administration, or related field.
• 10+ years of management experience, including leading multi-disciplinary teams.
• Proven experience in customer relationship management and operational leadership.
• Strong technical understanding of complex equipment environments (semiconductor or high-tech industry preferred).
• Excellent communication skills in Hebrew and English; ability to lead meetings and negotiate with senior stakeholders.
• Ability to manage escalations and resolve complex issues under pressure.
• Experience collaborating with cross-functional teams.
• Strong analytical and organizational skills, with a focus on KPIs and continuous improvement.
  
  

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

Be aware of potentially fraudulent job postings or suspicious recruiting activity by persons that are currently posing as KLA employees. KLA never asks for any financial compensation to be considered for an interview, to become an employee, or for equipment. Further, KLA does not work with any recruiters or third parties who charge such fees either directly or on behalf of KLA. Please ensure that you have searched KLA’s Careers website for legitimate job postings. KLA follows a recruiting process that involves multiple interviews in person or on video conferencing with our hiring managers. If you are concerned that a communication, an interview, an offer of employment, or that an employee is not legitimate, please send an email to [email protected] to confirm the person you are communicating with is an employee. We take your privacy very seriously and confidentially handle your information.