Customer Experience Specialist

Company Overview
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. There is never a dull moment with us.

Group/Division
The Customer Group (CG) team is our field based, customer facing organization consisting of Sales, Marketing, Applications, Finance, Human Resources, Facilities & IT. They partner closely with our customers to provide a comprehensive portfolio of products, services, software and expertise, to help them manage yield throughout their fabrication process-from research and development to final volume production. Responsibilities of this group include maintaining strategic client relationships, identifying and closing sales opportunities, ensuring our products meet performance capabilities & expectations, providing critical solutions for improved yield performance, and collecting requirements for future products by understanding customer processes and technology trends. Partnering with our service organization and factory divisions, this diverse and dynamic team helps ensure alignment between customer needs and corporate offering to maintain a high level of customer satisfaction.

Responsible for driving KLA's customer inquiries and requirements gathering at corporate headquarters. This corporate program is focused on driving superior customer experience through continuous strategic planning, central process, structuring, corporate system and cross functional stakeholders. Building alliances and relationships across multiple functions and SMEs across the company, service support, and building an electronic library of customer needs and KLA responses.

We strive to be a highly valued, trusted partner with our customers through continuous improvement! Manage the incoming customer inquiries across business processes, products and services.
• Own customer inquiries, requirements and complex customer requests gathering.
• Document, monitor and track inquiries in a central system at corporate program level.
• Collaborate across KLA stakeholders across the headquarters and regions for relevant customer inquiries and functional owners.
• Align monthly priorities for customer inquiries and provide formal KLA response.
• Create and maintain library of company level position and responses for various functions - ESG, BCP, EHS, human rights, supply chain, conflict minerals, quality, safety, security, product compliance, design.
• Enable BUs in the region with sufficient corporate feedback on customer requirements and negotiations.
• Drives continuous improvement in the baseline and quality of program processes and systems.
• Create weekly, monthly, quarterly reports and executive dashboard, with opportunities to improve customer experience.

Minimum Qualifications

Knowledge and Skills:

1. Organization agility

2. Business process adaptation

3. Cross functional team coordination

4. Customer inquiries understanding

6. Ability to manage ambiguity, complexity, translate customer inquiries to KLA offerings

7. Analytical skills

8. Ability to understand and take on complex problems with creative solutions

9. Proficient with the MS Office suite of applications

10. Good interpersonal/communication skills

11. Ability to learn KLA enterprise systems - logic, design, and user needs
• Masters Degree
• Knowledge and experience in semiconductor industry, preferred experience in a wafer fab
• Language skills in English

COVID-19 Vaccination Requirement: Proof of full COVID-19 vaccination is required where permitted by law. KLA will consider reasonable accommodation as provided by applicable law. Please note that accommodation may not be possible where vaccination is required for an essential function of the position, including for international travel or customer site access.

The company offers a competitive and comprehensive benefits package including but not limited to the following: medical, dental, vision, life, and other voluntary benefits, 401(K) including company matching, employee stock purchase program (ESPP), student debt assistance, tuition reimbursement program, financial planning benefits, employee assistance program (EAP), paid time off and paid company holidays, family care and bonding leave.

KLA is proud to be an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, color, national origin, sex, gender identity, gender expression, sexual orientation, age, marital status, veteran status, disability status or any other status protected by applicable law. We will ensure that qualified individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us at [email protected] to request accommodation.