Regional Services Operations 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 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