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SFS field service manager
KLA · Icheon-si Gyunggi-do, Korea · Posted 3 days ago
Lead a team of field service engineers keeping KLA's semiconductor manufacturing equipment running, owning installations, uptime, and first-time fix rates for key customers.
Group/Division The KLA Services team consists of Service Sales, Marketing, Spares Supply Chain Management, Field Operations, Engineering, Product Training, Digital Solutions and Analytics, and Technical Product Support. Our services organization maximizes the value of our customers' KLA assets – with highly trained service and product support engineers providing installation services and 24/7 technical support and parts delivery through our extensive supply chain network.
Job Summary As an SFS Field Service Manager at KLA Corporation, you will lead a team of highly skilled field service engineers responsible for the installation, maintenance, and repair of KLA's advanced semiconductor manufacturing equipment. This role demands strong leadership, technical expertise, and a commitment to operational excellence and customer satisfaction.
Job Responsibilities
- Manage, mentor, and develop a team of field service engineers, ensuring high performance, technical proficiency, and adherence to KLA's standards and safety protocols.
- Oversee the efficient scheduling and dispatch of field service engineers for installations, preventative maintenance, and corrective actions, optimizing resource utilization.
- Ensure timely and effective resolution of complex technical issues, providing escalation support and collaborating with engineering and product teams to implement permanent solutions.
- Drive continuous improvement initiatives in service delivery, aiming for reduced downtime, improved first-time fix rates, and enhanced customer satisfaction.
- Establish and maintain strong relationships with key customers, understanding their needs and proactively addressing service-related concerns.
- Monitor key performance indicators (KPIs) such as response time, repair time, customer satisfaction, and team productivity, implementing corrective actions as needed.
- Manage service parts inventory and logistics to ensure availability and minimize equipment downtime.
- Conduct performance reviews, provide feedback, and identify training and development needs for team members.
- Ensure compliance with all KLA corporate policies, environmental, health, and safety regulations.
- Prepare and present regular reports on service operations, performance, and customer feedback to senior management.
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