West Coast PCB Senior Field Supervisor

KLA-Belgium; California (MO); Hybrid; USD 86,000 - 146,000; Full time

Benefits offered by this job

Medical

Dental & Vision

401(k) plan

ESPP

Tuition reimbursement

Wellness program

PTO & holidays

Family leave

Job summary

KLA is seeking a Senior Field Support Supervisor to lead pre- and post-sales service delivery for clients. You will supervise a technical team and coordinate between customers and manufacturing, sales, field service, order processing and accounting to resolve issues in a timely manner.

The role emphasizes customer retention, process improvements, training needs assessments, and adherence to defined procedures. This remote US position offers a competitive base salary and comprehensive benefits.

Qualifications

• Bachelor's degree with 2+ years experience as a lead or supervisor of a technical team.
• Ability to analyze operational processes and identify improvements.
• Experience coordinating across multiple functions (manufacturing, sales, field service, order processing, accounting).

Responsibilities

• Provides supervisory direction for delivery of pre- and post-sales services.
• Leads customer retention (CRM) and develops customer contact strategy.
• Analyzes processes and training needs for service delivery improvements.
• Executes defined customer service department procedures.
• Liaises between customers and internal teams to resolve inquiries.
• Reviews and submits warranty claims and handles RMA processes.
• Selects and develops personnel to ensure efficient operation.

Skills

Supervisory experience

CRM knowledge

Process analysis

Training needs

Education

Bachelor's degree

Tools

CRM systems

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

• 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

Compensation and Benefits

Base Pay Range: $86,000.00 - $146,200.00 Annually

Primary Location: USA-CA-Remote-US02K

• 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.

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.

We take your privacy very seriously and confidentially handle your information. We do not accept resumes from headhunters, placement agencies, or other suppliers that have not signed a formal agreement with us.