Product Support Manager

About the role

The Product Service Manager owns the customer experience and unit economics of a KLA product family across its install-base lifetime — from new-product field readiness through mature-fleet sustaining. You are accountable for Cost of Service, customer satisfaction, escalation governance, fleet availability, fleet performance, and field readiness for new product introductions.

Responsibilities

• Drive L0 L4 escalation flow from local CSE through PSO Tech Support, PSO Engineering, and Manufacturing keep field cases moving and prevent escalation drift
• Own the customer-facing voice for service quality across your product family including Quarterly Alignment Meetings (QAM), customer Field Reviews, and recurring customer-of-record cadences (Intel, TSMC, Samsung, Hynix, Micron, and other top fabs)
• Set and defend per-product Cost of Service targets — by product, region, and division
• Drive Sustaining-side Continuous Improvement Programs (CIPs) and FCO planning to bend the CoS curve down
• Own the labor mix (cross-region travel vs. same-region support) and TSE utilization targets
• Own product-family availability commitments: MTBF, MTTR, escalation duration, L4 frequency
• Translate fab-outcome expectations into product-level service deliverables
• Partner with Cross-collaboration services teams and Division team root-cause analysis, retrofit programs, and service support strategy
• Own product-family performance commitments: throughput, cleanliness, repeatability
• Translate fab-outcome expectations into product-level service deliverables
• Coordinate readiness across multiple concurrent NPI programs — typical PSM scope runs 3-5 NPI programs in parallel
• Set Tech Support coverage strategy by region — including hire plans, regional gaps, and follow-the-sun structure
• Drive Division Self-Sufficiency: shape the operating model so scarce specialists are backline support, not first-line
• Run the Quarterly Alignment Meetings and Business Review cadence with action tracking and lookback discipline

Requirements

• Wafer-handler and/or server / data-system product experience — direct hands-on or service ownership in either domain
• Comfortable with modern AI tooling — actively uses LLM-based copilots, agentic systems, or vector search in day-to-day decision flow
• Knowledge of how to ground AI output in source data and how to spot fabrication
• Data and analytics fluency — comfort with Snowflake, Power BI, Streamlit, or equivalent
• Comfort distinguishing correlation from causation, identifying sample bias, and interpreting fleet-pattern signals
• Knowledge engineering mindset — believes institutional knowledge should be captured, indexed, and queryable
• Contributes to systems that compound team knowledge over time, not one-off slide decks
• Awareness of product technology trends — advanced packaging, hybrid bonding, 3D NAND scaling, EUV/High-NA, AI/HPC silicon — and what they mean for service complexity
• 8+ years in semiconductor capital equipment service, engineering, or operations — with 3+ years in a leadership / management role
• Direct customer-facing experience with top-tier semiconductor fabs
• Demonstrated ownership of customer escalations — including L4-tier and executive-visibility escalations
• Financial fluency — CoS, P&L, OT/labor categorization, headcount planning
• You can defend a budget and a forecast in front of a VP
• Influence-without-authority leadership — you've led matrixed teams across NPI, Sustaining, Tech Support, and Engineering and held them to outcomes
• Bachelor’s Degree or higher in related field or equivalent combination of any relevant education and experience
• 8+ years of meaningful experience with proven track record to lead including 4+ years of management experience

Qualifications

• Bachelor’s Degree or higher in related field or equivalent combination of any relevant education and experience
• Minimum Qualifications: Bachelor’s Degree or higher in related field or equivalent combination of any relevant education and experience. 8+ years of meaningful experience with proven track record to lead including 4+ years of management experience.

Skills

• Comfortable with modern AI tooling — actively uses LLM-based copilots, agentic systems, or vector search in day-to-day decision flow
• Data and analytics fluency — comfort with Snowflake, Power BI, Streamlit, or equivalent
• Comfort distinguishing correlation from causation, identifying sample bias, and interpreting fleet-pattern signals
• Knowledge engineering mindset — believes institutional knowledge should be captured, indexed, and queryable
• Contributes to systems that compound team knowledge over time, not one-off slide decks
• Awareness of product technology trends — advanced packaging, hybrid bonding, 3D NAND scaling, EUV/High-NA, AI/HPC silicon — and what they mean for service complexity

Benefits

• Base Pay Range: $181,000.00 - $307,700.00 Annually
• Primary Location: USA-CA-Milpitas-KLA
• Other Benefits: 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.

Pay

• Base Pay Range: $181,000.00 - $307,700.00 Annually

Schedule

• Primary Location: USA-CA-Milpitas-KLA