Mgr, Field Support 1

Description

Preferred Qualifications

The Field Support Manager provides strategic leadership and direction for the delivery of pre- and post-sales services and support to clients / customers. Leads all aspects of service and customer support operations. Analyzes operational processes, escalation procedures and performs training needs assessments for finding opportunities for service delivery improvements and value add to the customer / clients. Liaises between customers and manufacturing, sales, field service, order processing and accounting to resolve status, production, delivery and billing inquiries. Selects, develops, and evaluates personnel to ensure the efficient operation of the function.

Major Responsibilities include :

Direct customer support responsibility, accountability, relationship management, service team leadership, as well as interface with KLA HQ product support and engineering teams to enable absolute customer satisfaction!

Ensure the success of NPI programs / projects at the local-level, as well as coordinating and collaborating with cross-functional remote teams to support successful implementation and adoption of key KLA platforms and technologies.

Direct P&L ownership and continuous improvement in all aspects of the business.

Achievement of internal operational and financial objectives

Hold regular customer meetings (OC, KPI, regular service meeting) including preparation and following up on open tasks

Drive operational activities for meeting customer operational KPI’s

Coordinate and align with customer and install team on required Installation dates

Handle customer escalations by coordinating with CSE’s, Customer, Internal experts, and Snr. Management

Check and manage billable activities along with service admin team

Active support of Sales account teams to achieve regional targets

Develop and manage a team of Customer Support Engineers ensuring their development path and appropriate training to meet regional objectives

Essential skills :

Strong customer orientation and advocacy

Excellent project management, analytic and organizational skills

Ability to present in front of customers at Snr. Management level

Strong Leadership skills with experience in people management

Previous successful management or technical leadership experience in a fast-paced semiconductor development fab environment desired.

Excellent verbal and written communication skills in Japanese & English

Ability to work in a high-pressure environment on multiple tasks simultaneously

Basic financial / budget skills

Ability to travel up to 10%

Minimum Qualifications

• Minimum 5 years semiconductor field and at least 2 years management experience
• Excellent Communication skills, both written and spoken.
• Good execution and coordination skill
• Strategic and forward thinker who is proactive and self driven.

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