KLA is a global leader in diversified electronics for the semiconductor manufacturing ecosystem. We are currently seeking Customer Service Engineers and Service Manager to join our service team supporting ESMC operations in Dresden!
This is a unique opportunity to work in a global environment, support semiconductor manufacturing, and build a long-term international career.
Qualifications
- Relevant Experience: Minimum 5 years of practical experience in managing semiconductor equipment maintenance and escalation, field service, and hands-on technical troubleshooting in fab operations
- People & Team Leadership: Proven experience leading technical and equipment service teams, with a track record of delivering business goals and operational outcomes
- Technical Problem Solving: Demonstrated ability to resolve complex technical issues, including cross-tool, cross-process, or escalated customer situations
- Cross-Functional Collaboration: Strong capability in cross-team coordination and stakeholder alignment, working effectively with sales, marketing, applications, engineering, and operations, etc.
- Customer Management Expertise: Proven record of semiconductor customer management, including service goals execution, customer engagement, and stakeholder management
- Customer Support Environment: Familiarity with semiconductor foundry customer service operations, including equipment issue resolution processes and cross-functional collaboration
- English Communication Skills: Ability to communicate clearly and effectively in English for technical discussions and collaboration with global teams
- Global & Fast-Paced Work Environment: Comfortable working in a global, fast-moving team environment, with strong adaptability and collaboration skills
Job Description
- 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.
