Senior Field Support Supervisor

KLA; Hillsboro (OR); On-site; USD 81,300 - 138,200; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401(k) with company match

Employee stock purchase program (ESPP)

Tuition reimbursement

Job summary

KLA, Hillsboro, OR, is seeking a supervisor to lead pre‑ and post‑sales service delivery and CRM initiatives for our customers. This role focuses on ensuring rapid RMA processing, effective cross‑functional coordination, and high service levels in a Beaverton/Hillsboro environment.

Qualified candidates bring an Associate of Science or equivalent plus 3 years of experience, with opportunities to grow within a global semiconductor services organization and a comprehensive benefits package.

Qualifications

• Minimum Qualifications: Associate of Science or equivalent work experience of 3 years.

Responsibilities

• Provides supervisory direction for the delivery of pre‑ and post‑sales services and support to clients/customers.
• Leads 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, procedures and performs training needs assessments for finding opportunities for service delivery improvements and benefit to the customer/clients.
• Executes on defined customer service department procedures. Liaises between customers and manufacturing, sales, field service, order processing and accounting to resolve status, production, delivery and billing inquiries. Reviews and submits warranty claims.
• Handles 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.
• Selects, develops, and evaluates personnel to ensure the efficient operation of the function.

Education

Associate of Science or equivalent work experience

Job description

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. No laptop, smartphone, wearable device, voice‑controlled gadget, flexible screen, VR device or smart car would have made it into your hands without us. KLA invents systems and solutions for the manufacturing of wafers and reticles, integrated circuits, packaging, printed circuit boards and flat panel displays. The innovative ideas and devices that are advancing humanity all begin with inspiration, research and development. KLA focuses more than average on innovation and we invest 15% of sales back into R&D. Our expert teams of physicists, engineers, data scientists and problem‑solvers work together with the world's leading technology providers to accelerate the delivery of tomorrow's electronic devices. Life here is exciting and our teams thrive on tackling really hard problems. There is never a dull moment with us.

Group/Division

The KLA Services team headquartered in Milpitas, CA is our service organization that consists of Service Sales and Marketing, Spares Supply Chain management, Field Operations, Engineering, Product Training, and Technical Support. The KLA Services organization partners with our field teams and customers in all business sectors to maintain the high performance and productivity of our products through a flexible portfolio of services. Our comprehensive services include: proactive management of tools to identify and improve performance; expertise in optics, image processing and motion control with worldwide service engineers, 24/7 technical support teams and knowledge management systems; and an extensive parts network to ensure worldwide availability of parts.

Job Description / Preferred Qualifications

Primary Responsibilities

• Provides supervisory direction for the delivery of pre‑ and post‑sales services and support to clients/customers.
• Leads 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, procedures and performs training needs assessments for finding opportunities for service delivery improvements and benefit to the customer/clients.
• Executes on defined customer service department procedures. Liaises between customers and manufacturing, sales, field service, order processing and accounting to resolve status, production, delivery and billing inquiries. Reviews and submits warranty claims.
• Handles 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.
• Selects, develops, and evaluates personnel to ensure the efficient operation of the function.

Minimum Qualifications

• Associate of Science or equivalent work experience of 3 years.

Compensation and Benefits

Base Pay Range: $81,300.00 - $138,200.00 annually. Primary Location: USA-OR-Hillsboro-Beaverton.

KLA's total rewards package for employees may also include participation in performance incentive programs and eligibility for additional benefits including but not limited to: medical, dental, vision, life, and 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, and 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.

Equal Opportunity Employer

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 [e-mail] or at [phone] to request accommodation.