Senior Field Supervisor – PCB
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Job Description
Senior Field Supervisor leading technical service delivery and customer support for KLA, a semiconductor manufacturing technology company. Supervising teams, resolving customer issues, and improving field operations.
Responsibilities:
- Provide supervisory direction for the delivery of pre- and post-sales services and support to clients/customers
- Lead all facets of customer retention (CRM), including participating in resolving customer concerns and defining and developing a customer contact strategy
- Analyze operational processes and procedures to identify service delivery improvements and customer benefits
- Perform training needs assessments
- Execute defined customer service department procedures
- Liaise between customers and manufacturing, sales, field service, order processing and accounting to resolve status, production, delivery and billing inquiries
- Review and submit warranty claims
- Handle return materials authorization (RMA) processes to ensure customer returns, exchanges, service and repairs are completed quickly and accurately
- Select, develop, and evaluate personnel to ensure efficient operation of the function
- Provide direction to employees according to established policies and management guidance
- Recommend changes to group policies
- Analyze situations and data and exercise judgment within defined procedures and policies
- Interact with subordinate supervisors and functional peer groups
- Conduct presentations of technical information concerning specific projects or schedules
- Provide direct supervision to exempt employees and/or skilled, nonexempt employees
- Act as advisor to units or sub-units and become actively involved as required to meet schedules and resolve problems
Requirements:
- Bachelors degree with 2+ years experience as a lead or supervisor of a technical team
- Equivalent Combination of Experience and Education
- Ability to provide supervisory direction for pre- and post-sales services and support
- Experience with customer retention (CRM)
- Ability to analyze operational processes and procedures
- Ability to perform training needs assessments
- Ability to liaise with customers and manufacturing, sales, field service, order processing and accounting
- Knowledge of warranty claims and return materials authorization (RMA) processes
- Ability to select, develop, and evaluate personnel
- Ability to supervise exempt employees and/or skilled, nonexempt employees
- Ability to conduct presentations of technical information
- KLA is an Equal Opportunity Employer
Benefits:
- Medical benefits
- Dental benefits
- Vision benefits
- Life benefits
- 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
- Paid company holidays
- Family care and bonding leave
- Reasonable accommodation for qualified individuals with disabilities
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