Product Service Manager: Fleet & Customer Experience

KLA; Milpitas (CA); On-site; USD 181,000 - 308,000; 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 install-base lifetime. You will manage costs, customer satisfaction, escalation governance, and fleet performance, influencing decisions across NPI, Sustaining, Tech Support, and Engineering teams.

You will lead field readiness for new products, define service targets, and drive continuous improvement while coordinating with regional teams and key customers.

Qualifications

• 8+ years in semiconductor service with leadership experience
• Bachelor's degree or higher required
• Willingness to travel 25-40% globally

Responsibilities

• Drive L0-L4 escalation flow from local CSE through PSO Tech Support and Engineering
• Own the customer-facing voice for service quality including QAMs, field reviews, and executive reviews
• Hold the line on routing discipline: case path and right-team on the right problem
• Set and defend per-product Cost of Service targets by product, region, and division
• Drive sustaining CI programs and labor mix optimization across regions
• Own product-family availability commitments: MTBF, MTTR, escalation duration
• Coordinate readiness across multiple concurrent NPI programs (3-5 parallel)
• Set Tech Support coverage strategy by region and drive cross-region knowledge transfer
• Translate fab-outcome expectations into service deliverables and align with engineering leadership

Skills

Wafer-handler

AI tooling

Data analytics

SQL

Python

Education

Bachelor's degree or higher

Tools

Snowflake

Power BI

Streamlit

Python

R

Job description

KLA is seeking a Product Service Manager to own the customer experience and unit economics of a product family across its install-base lifetime. You will manage costs, customer satisfaction, escalation governance, and fleet performance, influencing decisions across NPI, Sustaining, Tech Support, and Engineering teams.

You will lead field readiness for new products, define service targets, and drive continuous improvement while coordinating with regional teams and key customers.