Sr. Field Support Supervisor

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

Benefits offered by this job

401(K) with company matching

Tuition reimbursement program

Paid time off

Job summary

KLA-Belgium is seeking a Senior Field Support Supervisor in Rio Rancho, NM. This role oversees the delivery of pre- and post-sales services, working closely with customers to resolve inquiries and improve service quality.

The ideal candidate will possess a Bachelor’s degree, strong analytical abilities, and experience in customer relationship management. The position includes a competitive salary and benefits such as 401(K) with company matching and extended time off.

Qualifications

• 2+ years of experience as a lead or supervisor in a technical team.
• Experience in customer relationship management (CRM) and warranty claims.
• Ability to perform training needs assessments.

Responsibilities

• Provide supervisory direction for pre- and post-sales services.
• Analyze operational processes to improve service delivery.
• Liaise between customers and manufacturing for issue resolution.

Skills

Customer service

Analytical skills

Problem-solving skills

Effective communication

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

Position is based in Rio Rancho, NM. The role 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.

Preferred Qualifications

• Bachelor’s degree with 2+ years experience as a lead or supervisor of a technical team or an equivalent combination of experience and education.
• Experience in customer service, CRM, warranty claims and RMA processes.
• Strong analytical and problem‑solving skills with the ability to exercise judgment within defined procedures and policies.
• Effective communication and presentation skills when interacting with functional peer groups and senior management.

Minimum Qualifications

Bachelor’s degree with 2+ years experience as a lead or supervisor of a technical team or an equivalent combination of experience and education.

Benefits

• Base pay range: $76,400.00 – $129,900.00 annually.
• Participation in performance incentive programs and eligibility for additional benefits including 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, financial planning benefits, wellness benefits, 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.

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 us at [e-mail] or at +1‑408‑352‑2808 to request accommodation.

Contact

If you have questions or concerns, please email [e-mail].