Customer Service Manager (f/m/d)

Company OverviewKLA 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/DivisionThe KLA Services 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 KLA Services 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.Job Description/Preferred QualificationsYour Responsibilities:Customer Service:Establish strong customer relationship at all levelsManage Field Service operations for our customers in Central EuropeEnsure effective coordination of service operational activitiesDrive operational activities for meeting customer operational KPI’sManages all facets of customer retention (CRM) and satisfaction including participating in the resolution of customer concerns and defining and developing a customer contact strategy.Be proactive with customer management to identify potential areas of improvement and drive resolution (tool or customer service related)Manage site escalations Hold regular customer meetings (OC, KPI, regular service meeting) including preparation and following up on open tasks Business/Finance:Forecast and help manage quarterly and annual business revenuesWork closely with customer and promote relevant CIPs and product enhancements to customerUnderstand all customer related agreements, equipment specifications, and Service Level AgreementsAchievement of operational and financial objectivesDevelopment and implantation of operational plans for increasing customer satisfaction and increasing service market shareDrive corporate image through successful customer serviceActive support of account teams to achieve regional targetsService SalesAdministrative / General:Manage team of up to 15 CSE’s as direct reports incl. holding 1:1 Analyzes operational processes, escalation procedures, and performs training gap assessments for identifying opportunities for service delivery improvements and value add to the customer / clientsDevelop a strong knowledge of the equipment base at your customer sites.Ensures adequate records and systems are maintainedTrack and review equipment, warranty, contract and escalation performance metricsEstablish strong working relationships with other Business Units, Product Support, Regional Product Support, and Sales personnelConduct monthly, quarterly, and annual performance reviews and appraisals. Ensure direct reports have clear goals that support account goals and objectives and document individual development plansOur requirements for you:Strong negotiation and leadership skillsExcellent verbal and written communication skills in German/English and ability to present technical presentations in front of customer at Sr. Management LevelAbility to work in a high-pressure environment on multiple tasks simultaneouslyExcellent project management, analytic and organizational skillsBasic financial/budget and strategic planning skills Be a driverAbility to travel up to 40%Minimum QualificationsMinimum 3 to 5 years in semiconductor field and/or relevant experience within a Regional Customer Support organization as a manager and experience in a customer facing role for a minimum of 2-3 yearsGood command of both German and English communication in both writing and speaking.Good execution and coordination skillsB.A. of engineering background is a must, M.S. is a plus.Strategic and forward thinker who is proactive, energetic and performance-driven.Why Join KLA?At KLA, you’ll be part of a global technology leader driving innovation in the semiconductor industry. Our technologies help enable the production of virtually every electronic device used around the world. Joining our team means working in a dynamic, future-focused environment where your ideas make an impact, your professional growth is supported, and your contributions are valued. In Dresden, you'll collaborate with talented colleagues, take on meaningful challenges, and help shape technologies that power the future.What We OfferWork in a dynamic and future-oriented industry at the forefront of technological innovationCollaborative, supportive, and international team environmentComprehensive onboarding and continuous learning and development opportunitiesPermanent employment contract with long-term career prospectsAttractive compensation package, including variable bonus, Employee Stock Purchase Plan (ESPP), Company pension schemeCompany car or car allowance30 days of annual vacationFlexible working hours and work-life balanceRegular company events, including summer family celebrations and Christmas partiesReady to join us?If you are interested about this opportunity, we look forward to receiving your application. Simply click the “Apply” button to get started.Please note: Applications should be submitted in German.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 employerBe 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 [email protected] to confirm the person you are communicating with is an employee. We take your privacy very seriously and confidentially handle your information. SummaryLocation: Dresden, GermanyType: Full time