Regional Services Operations Specialist

KLA · Portland

Manufacturing & Operations

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 KLA Services team headquartered in Milpitas, CA is our service organization that consists of Service Sales and Marketing, Spares Supply Chain management, Field Operations, Engineering, Product Training, and Technical Support. The KLA Services organization partners with our field teams and customers in all business sectors to maintain the high performance and productivity of our products through a flexible portfolio of services. Our comprehensive services include: proactive management of tools to identify and improve performance; expertise in optics, image processing and motion control with worldwide service engineers, 24/7 technical support teams and knowledge management systems; and an extensive parts network to ensure worldwide availability of parts.

Job Description/Preferred Qualifications

Maintains direct contact with customers before and after service delivery activities to support a positive customer experience and strengthen customer relationships.
Supports service and sales organizations by developing and maintaining strong customer relationships through effective Customer Relationship Management (CRM) practices.
Partners with field service, operations, finance, sales, and business teams to help achieve maintenance service revenue, contract renewal, and billable service goals.
Coordinates with customers and internal stakeholders to obtain accurate accounts of equipment service events, and equipment failures, providing timely reporting and escalation when required.
Executes service business processes and procedures while maintaining accurate records of service activities, customer interactions, operational reports, and business metrics.
Ensures compliance with established SOX (Sarbanes-Oxley) controls and business processes related to revenue recognition, billing validation, customer approvals, and contract administration.
Supports timely collection of billable and contract revenues to achieve quarterly and annual business objectives.
Drives reduction in billable collection cycle times through proactive follow-up, issue resolution, and customer engagement.
Maintains and updates customer account information, installed base records, and service activity data within SAP CRM and other business systems.
Provides administrative and business operations support to regional management, including reporting, metrics analysis, meeting coordination, action item tracking, and business reviews.
Develops and maintains management reports, dashboards, and operational metrics to support leadership decision-making.
Supports customer visits, business reviews, leadership meetings, and employee engagement activities.
Demonstrates flexibility and commitment during peak business periods, including month-end, quarter-end, and fiscal year-end activities, to ensure achievement of business goals.
Identifies opportunities to improve service business processes, customer experience, operational efficiency, and compliance performance.
Serves as a trusted liaison between customers, field service teams, leadership, and cross-functional business partners to ensure timely issue resolution and effective communication.

Minimum Qualifications

Candidate should have at least a general degree qualification.
Min 2 years’ experience in admin or customer service.
Sensitive with numbers.
Knowledge of SAP and CRM system (or similar system)
Familiar with Microsoft excel, knows how to use Vlookup and Pivot table.
Able to work independently.
Excellent communications and interpersonal skills.
Candidate must be able to speak and write in English speaking customers and teams.
Candidate must be based in Hillsboro/Beaverton Area

Base Pay Range: $25.15 - $42.75 Per Hour

Primary Location: USA-OR-Hillsboro-Beaverton-KLA

KLA’s total rewards package for employees may also include participation in performance incentive programs and eligibility for additional benefits including but not limited to: medical, dental, vision, life, and other voluntary benefits, 401(K) including company matching, employee stock purchase program (ESPP), student debt assistance, tuition reimbursement program, development and career growth opportunities and programs, financial planning benefits, wellness benefits including an employee assistance program (EAP), paid time off and paid company holidays, and family care and bonding leave.

Interns are eligible for some of the benefits listed. Our pay ranges are determined by role, level, and location. The range displayed reflects the pay for this position in the primary location identified in this posting. Actual pay depends on several factors, including state minimum pay wage rates, location, job-related skills, experience, and relevant education level or training. We are committed to complying with all applicable federal and state minimum wage requirements where applicable. If applicable, your recruiter can share more about the specific pay range for your preferred location during the hiring process.

KLA is proud to be an Equal Opportunity Employer. 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 talent.acquisition@kla.com or at +1-408-352-2808 to request accommodation.

Be aware of potentially fraudulent job postings or suspicious recruiting activity by persons that are currently posing as KLA employees. KLA never asks for any financial compensation to be considered for an interview, to become an employee, or for equipment. Further, KLA does not work with any recruiters or third parties who charge such fees either directly or on behalf of KLA. Please ensure that you have searched KLA’s Careers website for legitimate job postings. KLA follows a recruiting process that involves multiple interviews in person or on video conferencing with our hiring managers. If you are concerned that a communication, an interview, an offer of employment, or that an employee is not legitimate, please send an email to talent.acquisition@kla.com to confirm the person you are communicating with is an employee. We take your privacy very seriously and confidentially handle your information.