KLA

Customer Service Manager

KLA

full-time

Posted on:

Location Type: Office

Location: Dresden • Germany

Visit company website

Explore more

✨ AI Apply
Apply

About the role

  • 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.

Requirements

  • Minimum 5 years of practical experience in managing semiconductor equipment maintenance and escalation, field service, and hands-on technical troubleshooting in fab operations.
  • Proven experience leading technical and equipment service teams, with a track record of delivering business goals and operational outcomes.
  • Demonstrated ability to resolve complex technical issues, including cross-tool, cross-process, or escalated customer situations.
  • Strong capability in cross-team coordination and stakeholder alignment, working effectively with sales, marketing, applications, engineering, and operations, etc.
  • Proven record of semiconductor customer management, including service goals execution, customer engagement, and stakeholder management.
  • Familiarity with semiconductor foundry customer service operations, including equipment issue resolution processes and cross-functional collaboration.
  • Ability to communicate clearly and effectively in English for technical discussions and collaboration with global teams.
  • Comfortable working in a global, fast-moving team environment, with strong adaptability and collaboration skills.
  • Bachelor’s degree or above in Mechanical Engineering, Applied Mechanics, Electrical Engineering, Electronics, Aerospace Engineering, or a related discipline is preferred.
Benefits
  • competitive, family friendly total rewards package
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
semiconductor equipment maintenancetechnical troubleshootingcustomer service proceduresreturn materials authorization (RMA) processesmarket researchcustomer retention managementescalation proceduresservice delivery improvementscross-tool issue resolutioncross-process issue resolution
Soft Skills
strategic leadershipteamwork facilitationpeople managementstakeholder alignmentcommunicationadaptabilitycollaborationproblem-solvingcustomer engagementoperational excellence
Certifications
Bachelor’s degree in Mechanical EngineeringBachelor’s degree in Applied MechanicsBachelor’s degree in Electrical EngineeringBachelor’s degree in ElectronicsBachelor’s degree in Aerospace Engineering