Customer Service Manager-tsmc AZ at KLA (Phoenix, AZ)

| Phoenix – Mesa – Scottsdale, AZ
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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 in 2019 we invested 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 Global Service Support Organization (GSS) 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 GSS 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.
• Provides strategic leadership and direction for the delivery of pre- and post-sales services and support to clients/customers.
• Manages 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, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customer/clients.
• Facilitate teamwork among departments, groups, and individuals focusing on what's best for KLA overall.
• Efficiently manages people and resources to drive productivity and operational excellence.
• Develops customer service department procedures.
• Liaises between customers and manufacturing, sales, field service, order processing and accounting to resolve status, production, delivery and billing inquiries.
• Execution tool Warranty and FPA acceptance process, and reviews warranty claims.
• Develops and manages 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.
• Manages market research to determine special pricing for nonstandard items in the interests of ensuring appropriate profit margins are reached and maintained. Selects, develops, and evaluates personnel to ensure the efficient operation of the function.
• Provide pre-sales and post-sales service to customers.

Minimum Qualifications
• Minimum 5 years semiconductor field and at least 2 years management experience with tsmc F18A/B;F15B'RD/F12B
• Good command of both Chinese and English communication in both written and speaking.
• Good execution and coordination skill
• B.A. of engineering background is a must, M.S. is a plus.
• Strategic and forward thinker who is proactive, energetic and performance-driven.

COVID-19 Vaccination Requirement: Proof of full COVID-19 vaccination is required where permitted by law. KLA will consider reasonable accommodation as provided by applicable law. Please note that accommodation may not be possible where vaccination is required for an essential function of the position, including for international travel or customer site access.

The company offers a competitive and comprehensive benefits package including but not limited to the following: medical, dental, vision, life, and other voluntary benefits, 401(K) including company matching, employee stock purchase program (ESPP), student debt assistance, tuition reimbursement program, financial planning benefits, employee assistance program (EAP), paid time off and paid company holidays, family care and bonding leave.

KLA is proud to be an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, color, national origin, sex, gender identity, gender expression, sexual orientation, age, marital status, veteran status, disability status or any other status protected by applicable law. 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 [email protected] to request accommodation.
More Information on KLA
KLA operates in the Hardware industry. The company is located in Milipitas, CA. KLA was founded in 2022. It has 10001 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 212 open jobs at KLA, click here.
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