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.
Group/Division
SPTS wafer processing solutions include market-leading silicon etch, dielectric etch, dry-release etch, PVD, PECVD and molecular vapor deposition (MVD®), available with a range of wafer-handling options applicable to R&D, pilot production, or volume production environments. SPTS is headquartered and has its main manufacturing facility in Newport, UK, with additional manufacturing in Allentown, Pennsylvania. SPTS operates across 19 countries in Europe, North America and Asia-Pacific, and offers comprehensive service and spare parts support through a worldwide network of service centers and qualified local agents.
Job Description
SPTS Technologies, a KLA company, designs, manufactures and markets wafer processing solutions for the global semiconductor and related industries. SPTS provides industry leading etch and deposition process technologies on a range of single wafer handling platforms. End-market applications include micro-electromechanical systems (MEMS), advanced packaging, LED, high speed RF device IC’s and power semiconductors. SPTS is part of KLA Corporation which develops industry-leading equipment and services that enable innovation throughout the electronics industry. We provide advanced process control and process-enabling solutions for manufacturing wafers and reticles, integrated circuits, packaging, printed circuit boards and flat panel displays. In close collaboration with leading customers across the globe, our expert teams of physicists, engineers, data scientists and problem-solvers design solutions that move the world forward.
Group/Division
SPTS wafer processing solutions include market-leading silicon etch, dielectric etch, dry-release etch, PVD, PECVD and molecular vapor deposition (MVD®), available with a range of wafer-handling options applicable to R&D, pilot production, or volume production environments. SPTS is headquartered and has its main manufacturing facility in Newport, UK, with additional manufacturing in Allentown, Pennsylvania. SPTS operates across 19 countries in Europe, North America and Asia-Pacific, and offers comprehensive service and spare parts support through a worldwide network of service centers and qualified local agents.
Department:
The Customer Service Support organization team headquartered in Newport, Wales is our service organisation that consists of Service Sales and Marketing, Spares Supply Chain management, Field Operations, Engineering, Product Training, and Technical Support. Our organisation partners with our field teams and customers in all business sectors to maintain the 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 SPTS equipment with European service engineers, technical support teams and knowledge management systems; and an extensive parts network to ensure availability of parts.
The Customer Support team has regional Service Support managers, Customer Support Engineers and Application Engineers across Europe to support our customers.
A vacancy exists to join us within the European region to support the South Europe region and European Service manager with ownership of the regional service and applications engineers!
Job functions include:
Customer Service:
KLA is proud to be an equal opportunity employer.
Minimum Qualifications
Master's Level Degree or work experience of 2 years , Bachelor's Level Degree or work experience of 3 years
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
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.
Group/Division
SPTS wafer processing solutions include market-leading silicon etch, dielectric etch, dry-release etch, PVD, PECVD and molecular vapor deposition (MVD®), available with a range of wafer-handling options applicable to R&D, pilot production, or volume production environments. SPTS is headquartered and has its main manufacturing facility in Newport, UK, with additional manufacturing in Allentown, Pennsylvania. SPTS operates across 19 countries in Europe, North America and Asia-Pacific, and offers comprehensive service and spare parts support through a worldwide network of service centers and qualified local agents.
Job Description
SPTS Technologies, a KLA company, designs, manufactures and markets wafer processing solutions for the global semiconductor and related industries. SPTS provides industry leading etch and deposition process technologies on a range of single wafer handling platforms. End-market applications include micro-electromechanical systems (MEMS), advanced packaging, LED, high speed RF device IC’s and power semiconductors. SPTS is part of KLA Corporation which develops industry-leading equipment and services that enable innovation throughout the electronics industry. We provide advanced process control and process-enabling solutions for manufacturing wafers and reticles, integrated circuits, packaging, printed circuit boards and flat panel displays. In close collaboration with leading customers across the globe, our expert teams of physicists, engineers, data scientists and problem-solvers design solutions that move the world forward.
Group/Division
SPTS wafer processing solutions include market-leading silicon etch, dielectric etch, dry-release etch, PVD, PECVD and molecular vapor deposition (MVD®), available with a range of wafer-handling options applicable to R&D, pilot production, or volume production environments. SPTS is headquartered and has its main manufacturing facility in Newport, UK, with additional manufacturing in Allentown, Pennsylvania. SPTS operates across 19 countries in Europe, North America and Asia-Pacific, and offers comprehensive service and spare parts support through a worldwide network of service centers and qualified local agents.
Department:
The Customer Service Support organization team headquartered in Newport, Wales is our service organisation that consists of Service Sales and Marketing, Spares Supply Chain management, Field Operations, Engineering, Product Training, and Technical Support. Our organisation partners with our field teams and customers in all business sectors to maintain the 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 SPTS equipment with European service engineers, technical support teams and knowledge management systems; and an extensive parts network to ensure availability of parts.
The Customer Support team has regional Service Support managers, Customer Support Engineers and Application Engineers across Europe to support our customers.
A vacancy exists to join us within the European region to support the South Europe region and European Service manager with ownership of the regional service and applications engineers!
Job functions include:
- Provides strategic leadership and direction for the delivery of pre- and post-sales services and support to customers.
- Leads all facets of customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy.
- Facilitate collaboration among departments, groups, and individuals focusing on what's best for SPTS overall.
- Efficiently leads 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 system acceptance process, and reviews warranty claims.
- Develops and handles 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.
- Leads market research to resolve 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.
Customer Service:
- Establish strong customer relationship at all levels by leading Field Service operations for our customers in France / Italy
- Ensure effective coordination of service operational activities and driving operational activities for meeting customer operational goals
- Be proactive with customer management to identify potential areas of improvement and drive resolution (tool or customer service related)
- Handle site partner concerns and holding regular customer meetings (OC, Key Performance Indicators, regular service meeting) including preparation and following up on open tasks
- Forecast and help run quarterly and annual business revenues to achieve operational and financial objectives
- Work closely with customer and promote relevant CIPs and product improvements to customer
- Understand all customer related agreements, equipment specifications, and Service Level Agreements
- Development and implantation of operational plans for increasing customer satisfaction and growing service market share
- Drive corporate image through successful customer service
- Active support of account teams to achieve regional targets
- Service Sales
- Lead up to 15 CSEs including holding monthly, quarterly, and annual performance reviews and appraisals to ensure Team have clear goals that support account goals and objectives and detailed individual development plans
- Analyzes operational processes, customer concern procedures, and performs training gap assessments for finding opportunities for service delivery improvements and benefit to the customer / clients
- Develop an understanding of the equipment base at your customer sites.
- Ensures adequate records and systems are maintained
- Track and review equipment, warranty, contract and Customer performance metrics
- Establish strong working collaborations Business Units, Product Support, Regional Product Support, and Sales personnel
- Strong negotiation and leadership skills
- Excellent verbal and written communication skills in French/English or Italian/English and ability to present technical presentations in front of customer at Sr. Management Level
- Ability to work in a fast paced environment on multiple tasks simultaneously
- Excellent project management, analytic and organizational skills with financial/budget and strategic skills
- Be a driver with the ability to travel up to 40%
- Minimum 3 to 5 years in semiconductor field and/or experience within a Regional Customer Support organization as a manager and experience in a customer facing role for a minimum of 2-3 years
- Good command of both French or Italian and English communication in both writing and speaking.
- Good execution and coordination skills
- B.A. of engineering background is a must, M.S. is a plus.
- Strategic and forward thinker who is proactive, upbeat and driven
KLA is proud to be an equal opportunity employer.
Minimum Qualifications
Master's Level Degree or work experience of 2 years , Bachelor's Level Degree or work experience of 3 years
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
