Global Product Support Manager

About the role

KLA provides advanced inspection tools, metrology systems and process solutions for semiconductor manufacturing. This Global Product Support Manager role sits within the KLA Services team, which covers service sales, marketing, spares supply chain, field operations, engineering, product training, digital solutions and analytics, and technical product support. The manager owns the customer experience and unit economics of a KLA product family across its install base, from new-product field readiness through mature-fleet sustaining.

Key responsibilities

• Escalation governance: drive the L0-L4 escalation flow from local CSE through PSO Tech Support, PSO Engineering and Manufacturing, and keep field cases moving
• Customer experience: represent service quality in Quarterly Alignment Meetings, customer Field Reviews and recurring customer-of-record meetings with major fabs such as Intel, TSMC, Samsung, Hynix and Micron
• Cost of Service: set and defend per-product targets, run sustaining Continuous Improvement Programs and FCO planning, and own the labor mix and TSE utilization targets
• Fleet availability and performance: own MTBF, MTTR, escalation duration and L4 frequency, and throughput, cleanliness and repeatability commitments
• New product field readiness: own training plans, documentation, FRU planning, tooling, beta support and RSL, and gate Phase Exits acceptance
• Operating model: set Tech Support coverage by region, drive Division Self-Sufficiency, and run Quarterly Alignment Meetings and Business Reviews

Required profile

• 8+ years in semiconductor capital equipment service, engineering or operations, with 4+ years in a management role
• Bachelor's degree in mechanical, electrical, industrial or related engineering (master's preferred)
• Direct experience with top-tier semiconductor fabs and ownership of escalations up to L4 and executive visibility
• Financial fluency (CoS, P&L, labor categorization, headcount planning) and influence-without-authority leadership across NPI, Sustaining, Tech Support and Engineering
• Willingness to travel 25-40% globally

Required skills

• Experience with wafer-handler and/or server/data-system products; cross-product experience is a strong plus
• Data and analytics fluency with Snowflake, Power BI, Streamlit or equivalent; SQL, Python or R preferred
• Comfort with modern AI tooling such as LLM-based copilots and agentic systems

What we offer

• Base pay range of $181,000 to $265,467 annually
• Medical, dental, vision, life and other voluntary benefits, 401(k) with company matching, ESPP, tuition reimbursement, EAP, paid time off and family care leave