Customer Service Manager (f/m/d)

What You'll Do

In this role, you will play a key part in advancing business priorities by delivering high-impact work across your area of expertise.

Ready for your next leadership challenge in a dynamic high-tech environment?

Join us as a Customer Service Manager (m/f/d) and take ownership of customer relationships, service operations, and the development of an engineering team, while helping us achieve ambitious operational and business goals.

Customer Service:

• Establish strong customer relationship at all levels
• Manage Field Service operations for our customers in Central Europe
• Ensure effective coordination of service operational activities
• Drive operational activities for meeting customer operational KPI's
• Manages 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 revenues
• Work closely with customer and promote relevant CIPs and product enhancements to customer
• Understand all customer related agreements, equipment specifications, and Service Level Agreements
• Achievement of operational and financial objectives
• Development and implantation of operational plans for increasing customer satisfaction and increasing service market share
• Drive corporate image through successful customer service
• Active support of account teams to achieve regional targets
• Service Sales
  

Administrative/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 / clients
• Develop a strong knowledge of the equipment base at your customer sites.
• Ensures adequate records and systems are maintained
• Track and review equipment, warranty, contract and escalation performance metrics
• Establish strong working relationships with other Business Units, Product Support, Regional Product Support, and Sales personnel
• Conduct monthly, quarterly, and annual performance reviews and appraisals.
• Ensure direct reports have clear goals that support account goals and objectives and document individual development plans
  

Our requirements for you:

• Strong negotiation and leadership skills
• Excellent verbal and written communication skills in German/English and ability to present technical presentations in front of customer at Sr. Management Level
• Ability to work in a high-pressure environment on multiple tasks simultaneously
• Excellent project management, analytic and organizational skills
• Basic financial/budget and strategic planning skills
• Be a driver
• Ability to travel up to 40%

• Minimum 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 years
• Good command of both German 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, energetic and performance-driven.

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.

• Work in a dynamic and future-oriented industry at the forefront of technological innovation
• Collaborative, supportive, and international team environment
• Comprehensive onboarding and continuous learning and development opportunities
• Permanent employment contract with long-term career prospects
• Attractive compensation package, including variable bonus, Employee Stock Purchase Plan (ESPP), Company pension scheme
• Company car or car allowance
• 30 days of annual vacation
• Flexible working hours and work-life balance
• Regular company events, including summer family celebrations and Christmas parties

Ready 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 look forward to hearing from you!