Customer Service Manager

KLA Corporation; Phoenix (AZ); On-site; USD 92,000 - 157,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Life Insurance

401(K) including company matching

Employee stock purchase program (ESPP)

Student debt assistance

Tuition reimbursement program

Development and career growth programs

Financial planning benefits

Wellness benefits including an EAP

Paid time off and paid holidays

Family care and bonding leave

Job summary

KLA Corporation in the United States is seeking a results-driven service operations professional to lead field service activities and drive customer success. You will coordinate cross-functional teams, manage service performance, and support revenue growth across our semiconductor customers.

The role requires strong communication, strategic thinking, and a hands-on approach to balancing operations with customer needs in a fast-paced environment.

Qualifications

• 3+ years in semiconductor field and/or experiences.
• Managerial experience in a customer-facing role for 2-3+ years.
• Good command of English and Chinese communication in writing and speaking.
• Strong execution and coordination skills.
• Strategic and forward thinker who is proactive, upbeat and driven.

Responsibilities

• Lead Field Service operations and establish strong customer relationships at all levels.
• Forecast and support quarterly and annual business revenues and align with customer agreements.
• Analyze operational processes and train teams to improve service delivery and customer satisfaction.
• Collaborate with Account teams to meet regional targets and drive service market share.

Skills

Semiconductor field experience

Customer-facing leadership

Bilingual English/Chinese

Strategic thinking

Coordination and execution

Job description

To make electronics, you need chips, wafers, transistors, reticles, and... To make these, you must see, test and manufacture them at scale—faster and better than ever before. That's where KLA comes in. Whether you're early in your career or an experienced professional, you'll solve complex challenges, work alongside brilliant minds and help shape the future of technology.

Group/Division The KLA Services team consists of Service Sales, Marketing, Spares Supply Chain Management, Field Operations, Engineering, Product Training, Digital Solutions and Analytics, and Technical Product Support. Our services organization maximizes the value of our customers' KLA assets – with highly trained service and product support engineers providing installation services and 24/7 technical support and parts delivery through our extensive supply chain network.

What You'll Do

In this role, you will play a key part in advancing business priorities by delivering high-impact work across your area of expertise.

Customer Service

Establish strong customer relationship at all levels by leading Field Service operations for our customers in Taiwan Ensure effective coordination of service operational activities and driving operational activities for meeting customer operational goals Be proactive with customer management to identify potential areas of improvement and drive resolution (tool or customer service related) Handle site partner concerns and holding regular customer meetings (OC, Key Performance Indicators, regular service meeting) including preparation and following up on open tasks

Business/Finance

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

Service Sales Administrative / General

Leads the CSE team including holding monthly, quarterly, and annual performance reviews and appraisals to ensure Team have clear goals that support account goals and objectives and detailed individual development plans Analyzes operational processes, customer concern procedures, and performs training gap assessments for finding opportunities for service delivery improvements and benefit to the customer / clients Develop an understanding of the equipment base at your customer sites. Ensures adequate records and systems are maintained Track and review equipment, warranty, contract and Customer performance metrics Establish strong working collaborations Business Units, Product Support, Regional Product Support, and Sales personnel

Minimum Qualifications

• Minimum 3+ years in semiconductor field and/or experiences.
• Support organization as a manager and experience in a customer facing role for a minimum of 2-3 years.
• Good command of both Chinese and English communication in both writing and speaking.
• Good execution and coordination skills.
• Strategic and forward thinker who is proactive, upbeat and driven

About KLA

We provide advanced inspection tools, metrology systems, process solutions, and computational analytics that make electronics possible, tackling complex challenges. From electron and photon optics to machine learning and data analytics, we seek perfection at the most fundamental level of matter in the universe. If you want to make electronics that push industries forward and make the world a better place, join us.

Total Rewards Base Pay Range

$92,400.00 - $157,100.00 Annually

Primary Location: USA-AZ-Phoenix-KLA

Benefits

• medical
• dental
• vision
• life
• other voluntary benefits
• 401(K) including company matching
• employee stock purchase program (ESPP)
• student debt assistance
• tuition reimbursement program
• development and career growth opportunities and programs
• financial planning benefits
• wellness benefits including an employee assistance program (EAP)
• paid time off and paid company holidays
• family care and bonding leave

Interns are eligible for some of the benefits listed.

We are committed to complying with all applicable federal and state minimum wage requirements where applicable.

If applicable, your recruiter can share more about the specific pay range for your preferred location during the hiring process.

Use of AI Statement

At KLA, our interviews seek to understand your individual skills, problem-solving approach and authentic thinking. To ensure a fair and consistent evaluation, the use of AI, recording tools or other technologies to generate, suggest or provide responses during interviews—whether virtual or in person—is not permitted unless explicitly approved in advance as part of a reasonable accommodation or invited by the interviewer. Use of these tools may interfere with our ability to evaluate your individual qualifications and affect your candidacy. KLA is committed to advancing innovation through responsible AI, and we value candidates who share this mindset.

Equal Opportunity Statement

KLA is proud to be an Equal Opportunity Employer. We will ensure that qualified individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us at [e-mail] or at [phone] to request accommodation. For additional information, view the US Know Your Rights poster on the U.S. Equal Employment Opportunity Commission website.