Global Product Support Manager

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

To make electronics, you need chips, wafers, transistors, reticles, and... To make these, you must see, test and manufacture them at scale—faster and better than ever before. That's where KLA comes in. Whether you're early in your career or an experienced professional, you'll solve complex challenges, work alongside brilliant minds and help shape the future of technology.

Group/Division

The KLA Services team consists of Service Sales, Marketing, Spares Supply Chain Management, Field Operations, Engineering, Product Training, Digital Solutions and Analytics, and Technical Product Support.

Our services organization maximizes the value of our customers' KLA assets – with highly trained service and product support engineers providing installation services and 24/7 technical support and parts delivery through our extensive supply chain network.

What You’ll Do

In this role, you will play a key part in advancing business priorities by delivering high-impact work across your area of expertise.

Preferred Qualifications

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.

• 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

Preferred Qualifications:

• 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 relying 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.
• 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&A, 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.
• Master's preferrered
• Willingness to travel — 25-40% global
• Minimum Qualifications 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.

About KLA

We provide advanced inspection tools, metrology systems, process solutions, and computational analytics that make electronics possible, tackling complex challenges. From electron and photon optics to machine learning and data analytics, we seek perfection at the most fundamental level of matter in the universe. If you want to make electronics that push industries forward and make the world a better place, join us.

Total Rewards

Base Pay Range: $181,000.00 - $265,467.00 Annually

Primary Location: USA-CA-Milpitas-KLA

KLA’s total rewards package for employees may also include participation in performance incentive programs and eligibility for additional benefits including but not limited to: 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, and family care and bonding leave. Interns are eligible for some of the benefits listed. Our pay ranges are determined by role, level, and location. The range displayed reflects the pay for this position in the primary location identified in this posting. Actual pay depends on several factors, including state minimum pay wage rates, location, job-related skills, experience, and relevant education level or training. We are committed to complying with all applicable federal and state minimum wage requirements where applicable. If applicable, your recruiter can share more about the specific pay range for your preferred location during the hiring process.

Use of AI Statement

At KLA, our interviews seek to understand your individual skills, problem-solving approach and authentic thinking. To ensure a fair and consistent evaluation, the use of AI, recording tools or other technologies to generate, suggest or provide responses during interviews—whether virtual or in person—is not permitted unless explicitly approved in advance as part of a reasonable accommodation or invited by the interviewer. Use of these tools may interfere with our ability to evaluate your individual qualifications and affect your candidacy. KLA is committed to advancing innovation through responsible AI, and we value candidates who share this mindset.

Equal Opportunity Statement

KLA is proud to be an Equal Opportunity Employer. We will ensure that qualified individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us at [e-mail] or at [phone] to request accommodation. For additional information, view the US Know Your Rights poster on the U.S. Equal Employment Opportunity Commission website. We do not accept resumes from headhunters, placement agencies, or other suppliers that have not signed a formal agreement with us.