KLA Field Service Manager f/m/d 

Germany, Saxony, Dresden 

935662503

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