Customer Service Manager

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.

Job Description/Preferred Qualifications
KLA is a global leader in diversified electronics for the semiconductor manufacturing ecosystem. We are currently seeking Customer Service Engineers and Service Manager to join our service team supporting ESMC operations in Dresden

This is a unique opportunity to work in a global environment, support semiconductor manufacturing, and build a long-term international career.

Job Description:

• 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

• Relevant Experience Minimum 5 years of practical experience in managing semiconductor equipment maintenance and escalation, field service, and hands-on technical troubleshooting in fab operations.
• People & Team Leadership

Proven experience leading technical and equipment service teams, with a track record of delivering business goals and operational outcomes.

• Technical Problem Solving

Demonstrated ability to resolve complex technical issues, including cross-tool, cross-process, or escalated customer situations.

• Cross-Functional Collaboration

Strong capability in cross-team coordination and stakeholder alignment, working effectively with sales, marketing, applications, engineering, and operations, etc.

• Customer Management Expertise

Proven record of semiconductor customer management, including service goals execution, customer engagement, and stakeholder management.

• Customer Support Environment Familiarity with semiconductor foundry customer service operations, including equipment issue resolution processes and cross-functional collaboration.
• English Communication Skills Ability to communicate clearly and effectively in English for technical discussions and collaboration with global teams.
• Global & Fast-Paced Work Environment Comfortable working in a global, fast-moving team environment, with strong adaptability and collaboration skills.
• Education Bachelor's degree or above in Mechanical Engineering, Applied Mechanics, Electrical Engineering, Electronics, Aerospace Engineering, or a related discipline is preferred.

We offer a competitive, family friendly total rewards package. We design our programs to reflect our commitment to an inclusive environment, while ensuring we provide benefits that meet the diverse needs of our employees.
KLA is proud to be an equal opportunity employer
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 KLA's Careers website 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.