Global Product Service Leader

KLA; Phoenix (AZ); On-site; USD 140,000 - 210,000; Full time

Job summary

KLA is seeking a Product Service Manager to own the customer experience and unit economics of a product family, from install-base through mature fleets. You will manage escalation governance, fleet availability, and service quality while driving improvements with cross-functional teams.

You will coordinate NPI readiness, set regional coverage, and partner with engineering and operations to optimize service delivery and commercial outcomes.

Qualifications

• Experience owning customer experience and cost of service for a product family.
• Translate field signals into product, operating-model, and commercial decisions.
• Comfortable with modern AI tooling and grounding AI output in source data.

Responsibilities

• Drive L0–L4 escalation flow from local CSE through PSO Tech Support and Engineering; prevent escalation drift.
• Own the customer-facing voice for service quality across your product family through quarterly alignment meetings and field reviews.
• Set and defend per-product Cost of Service targets by product, region, and division.
• Lead Sustaining-side Continuous Improvement Programs and FCO planning to reduce the Cost of Service curve.
• Own field readiness for every new product introduction across the family, including training, documentation, FRU planning and hedge kits.
• Set tech support coverage strategy by region and drive an aligned follow-the-sun structure.
• Coordinate with cross-collaboration services and division teams on root-cause analysis and retrofit programs.

Skills

Wafer-handler

Product ownership

AI tooling

Data analytics

Cross-functional leadership

Tools

Snowflake

Power BI

Streamlit

SQL

Python

R

Job description

KLA is seeking a Product Service Manager to own the customer experience and unit economics of a product family, from install-base through mature fleets. You will manage escalation governance, fleet availability, and service quality while driving improvements with cross-functional teams.

You will coordinate NPI readiness, set regional coverage, and partner with engineering and operations to optimize service delivery and commercial outcomes.