Description
/Preferred Qualifications
Your Responsibilities:
Customer Service:
1. Establish strong customer relationship at all levels
2. Manage Field Service operations for our customers in Central Europe
3. Ensure effective coordination of service operational activities
4. Drive operational activities for meeting customer operational KPI’s
5. Manages all facets of customer retention (CRM) and satisfaction including participating in the resolution of customer concerns and defining and developing a customer contact strategy.
6. Be proactive with customer management to identify potential areas of improvement and drive resolution (tool or customer service related)
7. Manage site escalations
8. Hold regular customer meetings (OC, KPI, regular service meeting) including preparation and following up on open tasks
Business/Finance:
9. Forecast and help manage quarterly and annual business revenues
10. Work closely with customer and promote relevant CIPs and product enhancements to customer
11. Understand all customer related agreements, equipment specifications, and Service Level Agreements
12. Achievement of operational and financial objectives
13. Development and implantation of operational plans for increasing customer satisfaction and increasing service market share
14. Drive corporate image through successful customer service
15. Active support of account teams to achieve regional targets
16. Service Sales
Administrative / General:
17. Manage team of up to 15 CSE’s as direct reports incl. holding 1:1
18. Analyzes operational processes, escalation procedures, and performs training gap assessments for identifying opportunities for service delivery improvements and value add to the customer / clients
19. Develop a strong knowledge of the equipment base at your customer sites.
20. Ensures adequate records and systems are maintained
21. Track and review equipment, warranty, contract and escalation performance metrics
22. Establish strong working relationships with other Business Units, Product Support, Regional Product Support, and Sales personnel
23. Conduct monthly, quarterly, and annual performance reviews and appraisals.
24. Ensure direct reports have clear goals that support account goals and objectives and document individual development plans
Our requirements for you:
25. Strong negotiation and leadership skills
26. Excellent verbal and written communication skills in German/English and ability to present technical presentations in front of customer at Sr. Management Level
27. Ability to work in a high-pressure environment on multiple tasks simultaneously
28. Excellent project management, analytic and organizational skills
29. Basic financial/budget and strategic planning skills
30. Be a driver
31. Ability to travel up to 40%
Minimum Qualifications
32. Relevant experience in semiconductor field within a Regional Customer Service Organization as a manager and in a customer facing role
33. Good command of both German and English communication in both writing and speaking.
34. Good execution and coordination skills
35. B.A. of Engineering background is a must, M.S. is a plus.
36. Strategic and forward thinker who is proactive, and dynamic, with a passion for driving innovation and making a meaningful impact.
Be aware of potentially fraudulent job postings or suspicious recruiting activity by persons that are currently posing as KLA employees. KLA never asks for any financial compensation to be considered for an interview, to become an employee, or for equipment. Further, KLA does not work with any recruiters or third parties who charge such fees either directly or on behalf of KLA. Please ensure that you have searched for legitimate job postings. KLA follows a recruiting process that involves multiple interviews in person or on video conferencing with our hiring managers. If you are concerned that a communication, an interview, an offer of employment, or that an employee is not legitimate, please send an email to to confirm the person you are communicating with is an employee. We take your privacy very seriously and confidentially handle your information.