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KLA Service Director 
Taiwan, Taiwan Province, Hsinchu 
69978357

31.07.2024

Customer Service

  • Build strong customer relationships, establish technical credibility and penetrate at all levels of the customer’s technical organization
  • Handles all facets of customer retention 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)
  • Coordinate factory support as required (BU, Product Support, Logistics, Sales, etc.)
    Manage local Critical Issues


Business / Finance

  • Forecast and help manage yearly business revenue
  • Plan, budget, and manage expenses to enable a balanced profitable service business
  • Supports customers and promotes relevant CIPs and product improvements
  • Understand all customer related agreements, equipment specifications, and Service Level Agreements
  • Work closely with Account managers in the channel to drive P&S objectives (Product and Service)

Administrative / General

  • Analyzes operational processes, escalation procedures, and performs training gap assessments by finding opportunities for service delivery improvements and benefit to the customer / clients
  • Liaises between customers and manufacturing, sales, field service, order processing and accounting to resolve status updates, production, delivery and billing inquiries
  • Develop a solid understanding 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
  • Ensure all employees receive and maintain proper training
  • Conduct performance reviews and appraisals for your team.
  • Set clear goals for the team that support overall account goals and objectives
  • Promote and role model safety in the workplace
  • Ad hoc special projects and tasks as requested by Management

Essential skills:

  • Strong customer orientation and advocacy
  • Excellent project management, analytic and organizational skills
  • Effectively communicate through writing and presenting in front of Senior Management
  • Expertise in critical thinking and leadership with proven abilities in relationship management.
  • Ability to work in a fast-paced environment on multiple tasks simultaneously
  • Basic financial and budget management skills
  • Ability to travel >25%

Minimum Qualifications

Master's Level Degree and work experience in similar role of >3 years , Bachelor's Level Degree and work experience of > 5 years in similar role.