Service Delivery Expert

4 days ago

Tainan City Taiwan beBeeCustomerService Full time

Job Title

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.

Group/Division

The organization I am part of is based in Milpitas, CA and is responsible for providing services to customers across various sectors. We offer a range of services including proactive management of tools, expertise in optics, image processing and motion control, 24/7 technical support and an extensive parts network. This enables us to maintain the high performance and productivity of our products and provide value added services to our customers.

Key Responsibilities

  • Strategically lead the delivery of pre- and post-sales services and support to customers.
  • Manage customer retention initiatives, including resolving customer concerns and defining customer contact strategies.
  • Analyze operational processes and identify opportunities for service delivery improvements and value addition to customers.
  • Foster teamwork among departments, groups and individuals to achieve company-wide goals.
  • Manage people and resources effectively to drive productivity and operational excellence.
  • Develop departmental procedures and standards.
  • Liaise between customers and internal teams to resolve status, production, delivery and billing inquiries.
  • Execute tool warranty and FPA acceptance processes and review warranty claims.
  • Develop and manage return materials authorization (RMA) processes to ensure timely and accurate customer returns, exchanges and repairs.
  • Conduct market research to determine special pricing for non-standard items and select, develop and evaluate personnel to ensure efficient operation of the function.

Requirements

  • Minimum 3-5 years of experience in the semiconductor industry.
  • Excellent communication skills in both Chinese and English.
  • Good execution and coordination skills.
  • Bachelor's degree in engineering required, Master's degree preferred.
  • A strategic thinker with proactive, energetic and performance-driven qualities.

We offer a competitive total rewards package that reflects our commitment to creating an inclusive environment. Our programs are designed to meet the diverse needs of our employees and we strive to create a workplace where everyone can thrive.

We follow a fair and transparent recruiting process that involves multiple interviews with hiring managers. If you suspect any fraudulent activity, please send an email to confirm the legitimacy of the communication.

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