Customer Service Manager

Company: Disability Solutions
Location: Phoenix
Posted on: October 3, 2024

Job Description:

Base Pay Range: $88,200.00 - $149,900.00 AnnuallyPrimary Location: USA-AZ-Phoenix-KLAKLA's total rewards package for employees may also include participation in performance incentive programs and eligibility for additional benefits identified below. Interns are eligible for some of the benefits identified below. Our pay ranges are determined by role, level, and location. The range displayed above reflects the minimum and maximum pay for this position in the primary location identified in this posting. Actual pay depends on several factors, including location, job-related skills, experience, and relevant education level or training. If applicable, your recruiter can share more about the specific pay range for your preferred location during the hiring process. 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

• Customer Service:
  • Establish strong customer relationship at all levels by leading Field Service operations for our customers in Taiwan
  • Ensure effective coordination of service operational activities and driving operational activities for meeting customer operational goals
  • Be proactive with customer management to identify potential areas of improvement and drive resolution (tool or customer service related)
  • Handle site partner concerns and holding regular customer meetings (OC, Key Performance Indicators, regular service meeting) including preparation and following up on open tasks
  • Business/Finance:
    • Forecast and help run quarterly and annual business revenues to achieve operational and financial objectives
    • Work closely with customer and promote relevant CIPs and product improvements to customer
    • Understand all customer related agreements, equipment specifications, and Service Level Agreements
    • Development and implantation of operational plans for increasing customer satisfaction and growing service market share
    • Drive corporate image through successful customer service
    • Active support of account teams to achieve regional targetsService Sales
    • Team Development/Administration:
      • Leads the CSE team including holding monthly, quarterly, and annual performance reviews and appraisals to ensure Team have clear goals that support account goals and objectives and detailed individual development plans
      • Coach, develop and further retain the CSE team and grow the talents of KLA
      • Analyzes operational processes, customer concern procedures, and performs training gap assessments for finding opportunities for service delivery improvements and benefit to the customer / clients
      • Track and review equipment, warranty, contract and Customer performance metrics
      • Establish strong working collaborations Business Units, Product Support, Regional Product Support, and Sales personnel
      • Essential Skill
        • Minimum 5 years in semiconductor field and/or experiences.
        • Support organization as a manager and experience in a customer facing role for a minimum of 2-3 years.
        • Good command of both Chinese and English communication in both writing and speaking.
        • Good execution and coordination skills.
        • Strategic and forward thinker who is proactive, upbeat and driven.Minimum Qualifications
          • Minimum 5 years semiconductor field and at least 2 years management experience
          • Good command of 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, upbeat. The company offers a total rewards package that is competitive and comprehensive including but not limited to the following: medical, dental, vision, life, and other voluntary benefits, 401(K) including company matching, employee stock purchase program (ESPP), student debt assistance, tuition reimbursement program, development and career growth opportunities and programs, financial planning benefits, wellness benefits including an employee assistance program (EAP), paid time off and paid company holidays, and family care and bonding leave. KLA is proud to be an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, color, national origin, sex, gender identity, gender expression, sexual orientation, age, marital status, veteran status, disability status or any other status protected by applicable law. We will ensure that qualified individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us at talent.acquisition@kla.com or at +1-408-352-2808 to request accommodation.

Keywords: Disability Solutions, Sun City , Customer Service Manager, Hospitality & Tourism , Phoenix, Arizona