Product Service Manager: Fleet Uptime & Customer Experience

KLA; Phoenix (AZ); On-site; USD 181,000 - 308,000; Full time

Benefits offered by this job

Medical benefits

401(k) matching

Paid time off

Job summary

KLA in Milpitas, CA is seeking a Product Service Manager to own the customer experience, cost of service, and fleet performance across its product family through NPI and Sustaining phases.

You translate field signals into product and operating model decisions, lead escalation governance, and partner with global field teams to ensure availability and service excellence. This role requires 8+ years in semiconductor service and a willingness to travel 25-40% globally.

Qualifications

• 8+ years in semiconductor capital equipment service or engineering.
• 4+ years in a leadership/management role.
• Direct customer-facing experience with top fabs.

Responsibilities

• Own L0–L4 escalation flow to prevent drift.
• Manage customer-facing voice for service quality across product families.
• Set per-product Cost of Service targets by region.
• Own field readiness for new product introductions.
• Drive tech support coverage strategy by region.

Skills

AI tooling

Data analytics

SQL

Python

Customer escalations

Cross-functional collaboration

Education

Bachelor’s degree in Engineering

Master’s degree preferred

Tools

Power BI

Snowflake

Streamlit

Job description

KLA in Milpitas, CA is seeking a Product Service Manager to own the customer experience, cost of service, and fleet performance across its product family through NPI and Sustaining phases.

You translate field signals into product and operating model decisions, lead escalation governance, and partner with global field teams to ensure availability and service excellence. This role requires 8+ years in semiconductor service and a willingness to travel 25-40% globally.