Sr. Field Support Supervisor

KLA; Rio Rancho (NM); On-site; USD 76,400 - 129,900; Full time

Benefits offered by this job

Medical benefits

401(K) with company match

Wellness benefits

Job summary

KLA is seeking a Senior Field Support Supervisor in Rio Rancho, NM, to oversee and enhance pre- and post-sales services. This role involves leading customer retention efforts, analyzing service delivery processes, and ensuring operational efficiency.

The ideal candidate should possess a Bachelor's degree and have over 2 years of supervisory experience in a technical environment. KLA offers a competitive compensation package with multiple benefits including health, dental, and retirement plans.

Qualifications

• 2+ years of experience as a lead or supervisor of a technical team.
• Ability to analyze operational processes and improve service delivery.
• Experience in customer service and team direction.

Responsibilities

• Provide supervisory direction for pre- and post-sales services.
• Lead customer retention efforts and resolve client concerns.
• Liaise between customers and various departments.

Skills

Technical team supervision

Customer relationship management

Operational analysis

Education

Bachelor's degree

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

• 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.

Senior Field Support Supervisor

• SCOPE: Receives assignments in the form of objectives with goals and the process by which to meet goals. Provides direction to employees according to established policies and management guidance. Recommends change to group policies. Management reviews work to measure meeting of objectives.
• JOB COMPLEXITY: Works on issues where analysis of situation or data requires review of relevant factors. Exercises judgment within defined procedures and policies to execute appropriate action.
• DISCRETION: Erroneous decisions or failure to achieve results will cause delays in schedules.
• INTERACTION: Frequently interacts with subordinate supervisors and functional peer groups. Interaction normally requires the ability to gain cooperation of others, conducting presentations of technical information concerning specific projects or schedules.
• SUPERVISION: Provides direct supervision to exempt employees and/or skilled, nonexempt employees (i.e., technicians, designers, support personnel). Acts as advisor to unit or sub-units and may become actively involved, as required, to meet schedules and resolve problems

Minimum Qualifications

Bachelors degree with 2+ years experience as a lead or supervisor of a technical team Or Equivalent Combination of Experience and Education.

Base Pay Range: $76,400.00 - $129,900.00 AnnuallyPrimary Location: USA-NM-Rio Rancho-KLAKLA'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. Our pay ranges are determined by role, level, and location. The range displayed reflects the pay for this position in the primary location identified in this posting. Actual pay depends on several factors, including state minimum pay wage rates, location, job-related skills, experience, and relevant education level or training. 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.

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.