Technical Support Manager (Central Technical Function)

About the role

You will lead the global operational health of two technology domains under a unified operating model. This includes case management, escalation governance, TSE (Technical Support Engineer) utilization, training and certification, supplier engagement, and field collaboration. You’ll directly manage the TSE bench in the U.S. and Europe, while partnering closely with Asia TSM and the broader global TSE workforce. This role reports to the Director of PSO Operational Excellence and works cross-functionally with Product Management, Engineering, field teams, and customers.

Responsibilities

• Own L1–L4 escalation governance for CPG handlers and server platforms across regions (direct ownership in U.S./EU; partnership in Asia)
• Drive TSE utilization and improve Field Service Engineer self-sufficiency
• Co-manage supplier relationships across key handler vendors (e.g., Rorze, Yaskawa, Kawasaki, Sinfonia, TDK, KRI, Asyst Brooks)
• Lead global TSE hiring, certification programs, and knowledge-sharing practices
• Scale team impact through modern service technologies (e.g., AI-assisted troubleshooting, log analysis, knowledge tools)
• Invest in team development—build trust, grow careers, and protect bandwidth
• Engage with senior executives (VP/EVP/President) and Tier-1 customer leadership
• Travel: 25–30%

Requirements

• 6+ years in semiconductor capital equipment service operations, including 3+ years leading multi-region technical teams
• Proven experience managing L1–L4 escalation models for Tier-1 customers (e.g., TSMC, Intel, Samsung, Micron)
• Strong track record using technology (including AI) to scale team productivity without increasing headcount
• Experience hiring, developing, and certifying distributed technical teams
• Able to communicate effectively with senior executives

Qualifications

• Experience with CPG, handlers, loadports, or Server products (KLA or Tier-1 suppliers)
• Familiarity with product development lifecycle and Engineering-to-Service handoffs
• Experience presenting strategy and performance at VP+ levels
• Data skills (Snowflake, Power BI, or similar) and ability to partner with data science teams
• Multilingual (Mandarin, Korean, or Japanese) preferred

Skills

• Strong leadership and project management skills
• Excellent communication and interpersonal skills
• Ability to work independently and as part of a team
• Strong problem-solving and analytical skills

Benefits

• Base Pay Range: $103,200.00 - $175,400.00 Annually
• Primary Location: USA-AZ-Phoenix-KLA
• Additional benefits include:
• 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
• Family care and bonding leave

Pay

Base Pay Range: $103,200.00 - $175,400.00 Annually