Field Service Manager (f/m/d)

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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. We invent systems and solutions for manufacturing wafers, reticles, integrated circuits, packaging, printed circuit boards, and flat panel displays. We focus heavily on innovation, investing 15% of sales back into R&D. Our teams of physicists, engineers, data scientists, and problem-solvers work with leading technology providers to accelerate the delivery of tomorrow’s electronic devices. Life here is exciting, and our teams thrive on tackling complex problems.

Group/Division
The KLA Services team in Milpitas, CA, supports service sales, marketing, spares supply chain, field operations, engineering, training, and technical support. We maintain high performance and productivity through proactive management, expertise in optics, image processing, motion control, and a worldwide parts network.

Job Description/Preferred Qualifications

Your Responsibilities:

• Establish strong customer relationships at all levels.
• Manage Field Service operations for customers in Central Europe.
• Coordinate service activities and meet operational KPIs.
• Manage customer retention and satisfaction, resolve concerns, and develop contact strategies.
• Proactively identify improvement areas and drive resolutions.
• Manage site escalations and hold regular customer meetings.

Business/Finance:

• Forecast and help manage quarterly and annual revenues.
• Promote relevant CIPs and product enhancements.
• Understand customer agreements, equipment specs, and SLAs.
• Achieve operational and financial goals.
• Develop operational plans to increase customer satisfaction and market share.

Administrative / General:

• Manage a team of up to 15 CSEs, conduct performance reviews.
• Analyze operational processes and identify improvements.
• Develop knowledge of customer equipment base.
• Maintain records, track performance metrics, and build relationships with other units.

Requirements:

• Strong negotiation and leadership skills.
• Excellent communication skills in German and English.
• Ability to work under pressure, manage multiple tasks.
• Project management, analytical, organizational skills.
• Basic financial and strategic planning skills.
• Willingness to travel up to 40%.

Minimum Qualifications:

• Experience in semiconductor customer service management.
• Fluent in German and English.
• Good coordination skills.
• B.A. in Engineering; M.S. preferred.
• Proactive, strategic thinker with a passion for innovation.

We offer a competitive benefits package and are committed to an inclusive environment. KLA is an equal opportunity employer. Beware of fraudulent postings; only apply through official channels and verify via our careers website or contact email.