Field Support Supervisor

About the role

To make electronics, you need chips, wafers, transistors, reticles, and... To make these, you must see, test and manufacture them at scale—faster and better than ever before. That's where KLA comes in. Whether you're early in your career or an experienced professional, you'll solve complex challenges, work alongside brilliant minds and help shape the future of technology.

Group/Division: The KLA Services team consists of Service Sales, Marketing, Spares Supply Chain Management, Field Operations, Engineering, Product Training, Digital Solutions and Analytics, and Technical Product Support. Our services organization maximizes the value of our customers' KLA assets – with highly trained service and product support engineers providing installation services and 24/7 technical support and parts delivery through our extensive supply chain network.

Job Summary: The Field Support Supervisor at KLA Corporation leads a team of field service engineers, ensuring the efficient installation, maintenance, and repair of KLA's advanced semiconductor manufacturing equipment at customer sites. This role focuses on driving customer satisfaction, optimizing team performance, and upholding KLA's high standards of technical excellence and operational efficiency.

Responsibilities

• Supervise, mentor, and develop a team of field service engineers, including performance management, training, and scheduling.
• Oversee the installation, calibration, troubleshooting, and repair of complex KLA equipment at customer facilities.
• Ensure timely and effective resolution of technical issues, minimizing downtime and maximizing customer tool availability.
• Act as a primary point of contact for customer escalations, maintaining strong customer relationships and ensuring high levels of satisfaction.
• Monitor service performance metrics, identify areas for improvement, and implement corrective actions.
• Collaborate with engineering, manufacturing, and sales teams to provide feedback from the field and contribute to product improvement initiatives.
• Manage spare parts inventory and ensure efficient utilization of resources.
• Ensure adherence to all safety protocols, company policies, and quality standards.
• Prepare and present regular reports on team performance, service activities, and customer feedback.
• Drive continuous improvement initiatives within the field service organization.

Qualifications

• Bachelor's degree in Engineering (Electrical, Mechanical, or related field) or equivalent practical experience.
• Minimum of 5 years of experience in field service engineering within the semiconductor equipment industry.
• Proven leadership experience, with at least 2 years in a supervisory or team lead role.
• Strong technical aptitude with a deep understanding of semiconductor manufacturing processes and equipment (e.g., metrology, inspection).
• Excellent troubleshooting, diagnostic, and problem-solving skills for complex electro-mechanical systems.
• Demonstrated ability to manage customer expectations and resolve complex issues effectively.
• Exceptional communication, interpersonal, and presentation skills.
• Proficiency in using service management software and reporting tools.
• Ability to work independently and as part of a team in a fast-paced, dynamic environment.
• Willingness and ability to travel frequently