■Job Description/Preferred Qualifications
The Field Support Manager provides strategic leadership and direction for the delivery of pre- and post-sales services and support to clients/customers. Leads all aspects of service and customer support operations. Analyzes operational processes, escalation procedures and performs training needs assessments for finding opportunities for service delivery improvements and value add to the customer/clients. Liaises between customers and manufacturing, sales, field service, order processing and accounting to resolve status, production, delivery and billing inquiries. Selects, develops, and evaluates personnel to ensure the efficient operation of the function.

■Major Responsibilities include:
-Direct customer support responsibility, accountability, relationship management, service team leadership, as well as interface with KLA HQ product support and engineering teams to enable absolute customer satisfaction!
-Ensure the success of NPI programs/projects at the local-level, as well as coordinating and collaborating with cross-functional remote teams to support successful implementation and adoption of key KLA platforms and technologies.
-Direct P&L ownership and continuous improvement in all aspects of the business.
-Achievement of internal operational and financial objectives
-Hold regular customer meetings (OC, KPI, regular service meeting) including preparation and following up on open tasks
-Drive operational activities for meeting customer operational KPI’s
-Coordinate and align with customer and install team on required Installation dates
-Handle customer escalations by coordinating with CSE’s, Customer, Internal experts, and Snr. Management
-Check and manage billable activities along with service admin team
-Active support of Sales account teams to achieve regional targets
-Develop and manage a team of Customer Support Engineers ensuring their development path and appropriate training to meet regional objectives

■Essential skills:
-Strong customer orientation and advocacy
-Excellent project management, analytic and organizational skills
-Ability to present in front of customers at Snr. Management level
-Strong Leadership skills with experience in people management
-Previous successful management or technical leadership experience in a fast-paced semiconductor development fab environment desired.
-Excellent verbal and written communication skills in Japanese & English
-Ability to work in a high-pressure environment on multiple tasks simultaneously
-Basic financial/budget skills
-Ability to travel up to 10%