Technical Support Manager (Central Technical Function)

KLA•Hillsboro, OR

3d•Onsite

About The Position

KLA is a global leader in diversified electronics for the semiconductor manufacturing ecosystem. The KLA Services team headquartered in Milpitas, CA is our service organization that consists of Service Sales and Marketing, Spares Supply Chain management, Field Operations, Engineering, Product Training, and Technical Support. The KLA Services organization partners with our field teams and customers in all business sectors to maintain the high performance and productivity of our products through a flexible portfolio of services. Our comprehensive services include: proactive management of tools to identify and improve performance; expertise in optics, image processing and motion control with worldwide service engineers, 24/7 technical support teams and knowledge management systems; and an extensive parts network to ensure worldwide availability of parts.

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
Ability to communicate effectively with senior executives
Bachelor’s degree in Engineering (or equivalent experience)

Nice To Haves

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)
MS or MBA preferred

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