KLA Customer Service Manager RAPID 

Taiwan, Tainan 

185782087

Qualifications

• Provides strategic leadership and direction for the delivery of pre- and post-sales services and support to 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.
  

Minimum Qualifications

• Minimum 3 to 5 years in semiconductor field
• Good command of both Chinese and 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, energetic and performance-driven.