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 TaiwanEnsure effective coordination of service operational activities and driving operational activities for meeting customer operational goalsBe 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 tasksBusiness/Finance:Forecast and help run quarterly and annual business revenues to achieve operational and financial objectivesWork closely with customer and promote relevant CIPs and product improvements to customerUnderstand all customer related agreements, equipment specifications, and Service Level AgreementsDevelopment and implantation of operational plans for increasing customer satisfaction and growing service market shareDrive corporate image through successful customer serviceActive support of account teams to achieve regional targets
Service SalesAdministrative / General:Lead up to 15 CSEs 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 plansAnalyzes operational processes, customer concern procedures, and performs training gap assessments for finding opportunities for service delivery improvements and benefit to the customer / clientsDevelop an understanding of the equipment base at your customer sites.Ensures adequate records and systems are maintainedTrack and review equipment, warranty, contract and Customer performance metricsEstablish strong working collaborations Business Units, Product Support, Regional Product Support, and Sales personnel

Minimum Qualifications

Minimum 3 to 5 years in semiconductor field and/or experience within a Regional CustomerSupport 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.

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 talent.acquisition@kla.com to confirm the person you are communicating with is an employee. We take your privacy very seriously and confidentially handle your information.