Global Product Support Leader - Semiconductors

KLA-Belgium; Milpitas (CA); On-site; USD 181,000 - 265,000; Full time

Job summary

KLA is seeking a Product Service Manager to own the customer experience and unit economics of a product family across its lifecycle. You will translate field signals into product and operating decisions, influence across NPI, Sustaining, Tech Support, and Engineering, and manage escalation governance to keep field cases moving.

You will drive workforce planning, field readiness for new products, and regional service performance while collaborating with cross-functional teams and top fabs to

Qualifications

• 8+ years in semiconductor capital equipment service, engineering, or operations.
• 3+ years in a leadership/management role.
• Direct customer-facing experience with top-tier semiconductor fabs.
• Bachelor’s degree; Master’s preferred.

Responsibilities

• Own the customer experience and Cost of Service targets for your product family.
• Drive L0–L4 escalation flow across the service chain to prevent drift.
• Own the customer-facing voice for service quality through reviews and cadence with key customers.
• Set and defend Cost of Service targets by product, region, and division.
• Coordinate readiness for new product introductions and ensure field readiness.

Skills

Customer experience

Escalation governance

Data analytics

SQL

Python

R

AI tooling

Leadership

Education

Bachelor’s Degree in related field

Master’s preferred

Tools

Power BI

Snowflake

Streamlit

Job description

KLA is seeking a Product Service Manager to own the customer experience and unit economics of a product family across its lifecycle. You will translate field signals into product and operating decisions, influence across NPI, Sustaining, Tech Support, and Engineering, and manage escalation governance to keep field cases moving.

You will drive workforce planning, field readiness for new products, and regional service performance while collaborating with cross-functional teams and top fabs to