Jobs at Kla in Germany, Dresden

Customer Service:

• Establish strong customer relationship at all levels
• Manage Field Service operations for our customers in Central Europe
• Ensure effective coordination of service operational activities
• Drive operational activities for meeting customer operational KPI’s
• Manages all facets of customer retention (CRM) and satisfaction including participating in the resolution of customer concerns and defining and developing a customer contact strategy.
• Be proactive with customer management to identify potential areas of improvement and drive resolution (tool or customer service related)
• Manage site escalations
• Hold regular customer meetings (OC, KPI, regular service meeting) including preparation and following up on open tasks

Business/Finance:

• Forecast and help manage quarterly and annual business revenues
• Work closely with customer and promote relevant CIPs and product enhancements to customer
• Understand all customer related agreements, equipment specifications, and Service Level Agreements
• Achievement of operational and financial objectives
• Development and implantation of operational plans for increasing customer satisfaction and increasing service market share
• Drive corporate image through successful customer service
• Active support of account teams to achieve regional targets
• Service Sales

Administrative / General:

• Manage team of up to 15 CSE’s as direct reports incl. holding 1:1
• Analyzes operational processes, escalation procedures, and performs training gap assessments for identifying opportunities for service delivery improvements and value add to the customer / clients
• Develop a strong knowledge of the equipment base at your customer sites.
• Ensures adequate records and systems are maintained
• Track and review equipment, warranty, contract and escalation performance metrics
• Establish strong working relationships with other Business Units, Product Support, Regional Product Support, and Sales personnel
• Conduct monthly, quarterly, and annual performance reviews and appraisals.
• Ensure direct reports have clear goals that support account goals and objectives and document individual development plans

Our requirements for you:

• Strong negotiation and leadership skills
• Excellent verbal and written communication skills in German/English and ability to present technical presentations in front of customer at Sr. Management Level
• Ability to work in a high-pressure environment on multiple tasks simultaneously
• Excellent project management, analytic and organizational skills
• Basic financial/budget and strategic planning skills
• Be a driver
• Ability to travel up to 40%

Minimum Qualifications

• Relevant experience in semiconductor field within a Regional Customer Service Organization as a manager and in a customer facing role
• Good command of both German and English communication in both writing and speaking.
• Good execution and coordination skills
• B.A. of Engineering background is a must, M.S. is a plus.
• Strategic and forward thinker who is proactive, and

Responsibilities

In this role, you will:

• Play a large role in assessing products with respect to design for reliability, stability, and serviceability.
• Participate in the development and testing of system diagnostics and spec validation.
• Act as a two-way conduit for information transfer between the engineers responsible for crafting our products and the field service teams responsible for product maintenance and support.
• Capture and analyze data from systems populations residing is remote customer sites to identify sources of detailed issues, including technical, process, and people-based issues.
• Help develop and detail technical service procedures.
• Train support personnel such as tech support and customer support engineers.
• Develop new training materials which may include written documents, video tutorials and on-line web based training.
• Respond to situations where field service engineers have failed to resolve highly technical system performance issues, by providing written plans of action by e-mail or on-site hands-on assistance at customer sites in the US, Asia, and Europe.
• Write technical reports to communicate issues, analysis, technical assessments, system status, best-know-methods, and engineering recommendations.
• Take a proactive approach to improving service quality and profitability.
• Interface with customers and vendors to reach constructive solutions

Preferred Qualifications:

• Proven track record to work on sophisticated problems where analysis of situations or data requires an in depth evaluation of various factors.
• Results oriented and driven to excel.
• Enjoys teaching, troubleshooting, working with groups of people, and explaining sophisticated things as simply as possible.
• Strong analytic and data analysis skills. Excellent oral and written communication skills.
• Ability to work optimally in multidisciplinary, multicultural teams and to take a leadership role when needed.
• Quick grasp of meaningful, sophisticated technical information.
• Natural curiosity, inventiveness, and an interest in making things work better.
• Diverse Background to bring new perspectives to the team.
• Background developing and delivering remote technical training utilizing virtual reality, augmented reality and video.

Minimum Qualifications

Doctorate (Academic) Degree and 0 years related work experience; Master's Level Degree and related work experience of 3 years; Bachelor's Level Degree and related work experience of 5 years

Your responsibilities:

•Primarily responsible for customer service activities associated with updating, troubleshooting, diagnosing and repairing of highly complex capital equipment at customer site.

•Representing the company to the customer and accountability for customer satisfaction with service.

•Assuring operational quality of system equipment. Coordinating actions with customers to minimize down time.

•Preparation of field service reports on customer support activity and providing documentation to other supporting functions on re-occurring problems. May provide assistance to installation engineers in resolving problems.

About you:

•Certified engineer (Bachelor or Master) or degree from advanced technical school or work experience

•Ability to understand and troubleshoot problems in software and electronics, optics, mechanical, electro-mechanical and electro-optical systems to address on site customer problems.

•Excellent customer relation and excellent analytical problem-solving skills.

•Ability to work in a high-pressure environment.

•Ability to work in a team within a multi-cultural environment.

•Fluent in English is requiredand German language is desirable

•Proficiency in MS office tools

•Experience in the semiconductor or electronic industry is a plus

•The candidate needs to be a hands-on type person, enthusiastically interested in learning new things and keen on communicating with customers and our internal Division.

•Domestic and international travel may be requiredup to 25%

What we offer:

•Dynamic job in the Semiconductor Industry.

•Great team to work with in Dresden.

•Team events (e.g. family summer event, Christmas party).

•

•Variable compensation components, e.g. participation in company stock purchase plan.

•Permanent full-time employment.

•Company car or car allowance.

•Extensive initial and guaranteed further training.

•30 days of vacation.

Minimum Qualifications

Certified engineer (Bachelor, Masters) or degree from advanced technical school or work experience

As a Service Engineer for our process equipment, you will be part of a versatile and dynamic team responsible for both maintaining system at optimal performance and occasionally assisting to install or upgrade new ones. This role requires a broad skill set and the ability to switch seamlessly between different service activities, depending on project and customer needs.

You will work in multicultural environments and collaborate closely with a global network of technical experts. Your day-to-day tasks will demand adaptability, flexibility, and autonomy, as well as strong troubleshooting skills to diagnose and resolve equipment issues efficiently.

In addition to technical expertise, you must be confident in communicating directly with customers, understanding their needs, and ensuring their satisfaction throughout the process. You will be required to follow and work according to documented best known method, and you will have to document the work you perform.

The position is based primarily at Dresden/ Germany area with travel within Germany and occasional travel across Europe.
Key competencies:

• Adaptability & flexibility
• Strong troubleshooting and problem-solving skills
• Autonomy and initiative
• Goodinterpersonal/communicationskills

• Ability to work in diverse, multicultural team

• Ability to work under pressure and work to project deadlines.

• Willingness to travel internationally

Minimum Qualifications

• Certified engineer or degree from advanced technical school or equivalent.
• Panel of competencies in optical, mechanic, electronic, lithography, metrology, and laser technology – is preferable but not necessary.
• Very good written and verbal communication skills in English and German.
• Hold a full driver’s license for Germany.
• Open for traveling within Germany and Europe.

Your responsibilities:

• Primarily responsible for customer service activities associated with updating, troubleshooting, diagnosing and repairing of highly complex capital equipment at customer site.
• Representing the company to the customer and accountability for customer satisfaction with service.
• Assuring operational quality of system equipment. Coordinating actions with customers to minimize down time.
• Preparation of field service reports on customer support activity and providing documentation to other supporting functions on re-occurring problems. May provide assistance to installation engineers in resolving problems.

• Certified engineer (Bachelor) or degree from advanced technical school or work experience
• Ability to understand and troubleshoot problems in software and electronics, optics, mechanical, electro-mechanical and electro-optical systems to address on site customer problems.
• Excellent customer relation and excellent analytical problem-solving skills.
• Ability to work in a high-pressure environment.
• Ability to work in a team within a multi-cultural environment.
• Fluent in English and German language is desirable
• Proficiency in MS office tools
• Experience in the semiconductor or electronic industry is a plus
• The candidate needs to be a hands-on type person, enthusiastically interested in learning new things and keen on communicating with customers and our internal Division.
• Domestic and international travel may be required (10-20%)
• valid car driver's license

• Dynamic job in the Semiconductor Industry.
• Great team to work with in Dresden.
• Team events (e.g. family summer event, Christmas party).
• We offer a competitive, family friendly total rewards package.
• Variable compensation components, e.g. participation in company stock purchase plan.
• Permanent full-time employment.
• Company car or car allowance.
• Extensive initial and guaranteed further training.
• 30 days of vacation.

Minimum Qualifications

Qualifications

• Auftragserfassung und -abwicklung in enger Koordination mit angrenzenden Abteilungen

• Eröffnung und Pflege von Kundenkonten durch Aufzeichnung von Kontoinformationen

• Transport und Zollabwicklung

• Vorbereiten von Angeboten

• Bestellabwicklung einschließlich Prüfung derAuftragsbestätigungenund Terminüberwachung

• Stammdatenpflege

• Allgemeine und projektspezifische administrative Aufgaben

• Enge Zusammenarbeit mit dem Bereich Service & Logistik

• Schreiben von Service Rechnungen

Minimum Qualifications

• Abgeschlossene kaufmännische Ausbildung

• Sehr gute Englisch-Kenntnisse sind zwingend erforderlich / Deutsch-Kenntnisse wünschenswert

• Nachgewiesene Customer Service-Erfahrung bzw. Auftragsabwicklung/Vertriebsinnendienst

• Kundenorientierung

• Fundierte Erfahrung in der Anwendung der MS-Office-Produkte Word, Excel und Outlook

• Lernbereitschaft

• Verantwortungsbewusstseinund Sorgfalt

Wir bieten:

• Eine unbefristete Vollzeitstelle (40 Stunden pro Woche)

• Vielseitige Aufgaben in einem internationalen Arbeitsumfeld

• Attraktive Vergütung inklusive Sozialleistungen (betriebliche Altersvorsorge, VWL, Anerkennungsprämien)

• Flexible Arbeitszeiten

• Arbeitszeit-Erfassungmit Flextime-Konto

• Aktienspar-Programm für Mitarbeiter

• 30 Tage Erholungsurlaub pro Jahr

• Internationales Arbeitsumfeld mit familiärer Unternehmenskultur am Standort

• Umfangreiche Schulungen für Ihre berufliche und persönliche Weiterentwicklung

• Kostenfreie Getränke (Kaffee, Kaffeespezialitäten, Wasser) und frisches Obst

• „Mitarbeiter-werben-Mitarbeiter“– Prämien

• Firmen-Events für die Mitarbeiter und ihre Familien

• Responsible for providing assistance and support to the Customer Service Engineers in diagnosing, troubleshooting and debugging sophisticatedoptical/electro-mechanicalequipment, computer systems coupled with sophisticated software solutions.
• Be the lead/owner and provide solutions to field raised issues where the Customer Service Engineer has been unable to resolve these issues in the systems at customers’ sites.
• Thoroughly recognizing the real problem, aligning for resources, gap analysis, providing POAs.
• If the depth of technical understanding requires, reporting to relevant engineering teams, host meetings of multiple teams to discuss the technical issues in details, acquire POAs with consensus until issues resolved. Be able to complete this with a timely manner.
• Be available to travel within region and worldwide to support escalated issues on site. Travel percentage estimated to be 30-50%
• Supporting NPI and product sustaining/cost of service reduction by suggesting on improvement opportunities, participating or owning certain operations in new project introductions and/or continuous improvement projects.
• May be involved in customer installation, relocation, and upgrade of equipment as well as providing training to KLA and non KLA personnel

Minimum Qualifications

Master's Level Degree and related work experience of 3 years; Bachelor's Level Degree and related work experience of 5 years