Description

1. Provides strategic leadership and direction for the delivery of pre- and post-sales services and support to clients/customers. 
2. Manages all facets of customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy.
3. Analyzes operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customer/clients. 
4. Facilitate teamwork among departments, groups, and individuals focusing on what's best for KLA overall.
5. Efficiently manages people and resources to drive productivity and operational excellence.
6. Develops customer service department procedures. 
7. Liaises between customers and manufacturing, sales, field service, order processing and accounting to resolve status, production, delivery and billing inqui...