Product Support Manager

KLA•Milpitas, CA

2d•Onsite

About The Position

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. You translate field signal into product, operating-model, and commercial decisions — and hold the line on those decisions across NPI, Sustaining, Tech Support, and Engineering peers. You operate through influence, data, and crisp escalation governance.

Requirements

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 in Mechanical, Electrical, Industrial, or related engineering.
Willingness to travel — 25-40% global
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.

Nice To Haves

Wafer-handler and/or server / data-system product experience — direct hands-on or service ownership in either domain. Cross-product and platform experience is a strong plus.
Comfortable with modern AI tooling — actively uses LLM-based copilots, agentic systems, or vector search in day-to-day decision flow. Knows how to ground AI output in source data and how to spot fabrication. Treats AI as leverage.
Data and analytics fluency — comfort with Snowflake, Power BI, Streamlit, or equivalent. Can interrogate data directly without depending on a downstream analyst for every question. Working knowledge of SQL, Python, or R preferred. Comfortable 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.
Master's preferrered

Responsibilities

Customer experience & escalation governance: 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); Hold the line on routing discipline: case path, distribution-list governance, "right team on the right problem".
Cost of Service & financial performance: 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.
Fleet availability: Own product-family availability commitments: MTBF, MTTR, escalation duration, L4 frequency; Use field data — FSR narratives, escalation patterns, parts consumption, fleet hot-spots — to identify systemic risks before they become customer escalations; Partner with Cross-collaboration services teams and Division team root-cause analysis, retrofit programs, and service support strategy.
Fleet performance: Own product-family performance commitments: throughput, cleanliness, repeatability; Translate fab-outcome expectations into product-level service deliverables; Partner with Division GMs whose tools host your product family — your service performance is their tool's uptime.
New product field readiness: Own field readiness for every new product introduction across the family — training plan, documentation strategy, FRU planning, tooling, hedge kits, beta support, RSL Gate Phase Exits acceptance: formally accept (or refuse to accept) products from NPI into Volume and Sustaining when readiness streams aren't closed; Coordinate readiness across multiple concurrent NPI programs — typical PSM scope runs 3-5 NPI programs in parallel.
Operating model & coverage: 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.