Senior Field Supervisor - West Covina

About the role

KLA, a provider of inspection tools, metrology systems, process solutions and analytical software for electronics, is hiring a Senior Field Supervisor in West Covina, California. The role provides supervisory direction for pre- and post-sales services and support to customers, leads customer retention efforts and coordinates between customers and internal teams such as manufacturing, sales, field service, order processing and accounting. Travel is required to support the customer base, estimated at 40%, and US citizenship is required by customers.

Key responsibilities

• Provide supervisory direction for pre- and post-sales services and support to clients and customers.
• Lead customer retention (CRM), including resolving customer concerns and defining and developing a customer contact strategy.
• Analyze operational processes and procedures, perform training needs assessments and identify opportunities to improve service delivery.
• Execute customer service department procedures and liaise with manufacturing, sales, field service, order processing and accounting to resolve status, production, delivery and billing inquiries.
• Review and submit warranty claims and handle return material authorization (RMA) processes for returns, exchanges, service and repairs.
• Select, develop and evaluate personnel to ensure efficient operation of the function.
• Receive assignments with objectives and goals, direct employees according to policy and management guidance, recommend changes to group policies and supervise exempt and skilled non-exempt employees.

Required profile

• Bachelor's degree with 2+ years of experience as a lead or supervisor of a technical team, or an equivalent combination of experience and education.
• Ability to analyze situations and data, exercise judgment within defined procedures and interact frequently with supervisors and peers.
• US citizenship required by customers.

What we offer

• Base pay range of $86,000 to $146,200 annually, depending on role, level and location.
• Possible performance incentive programs and benefits such as medical, dental, vision, life insurance, 401(k) with company matching, ESPP, tuition reimbursement, EAP, paid time off and family care leave.