Technical Support Manager (Central Technical Function)

KLA Services Team

KLA is a global leader in diversified electronics for the semiconductor manufacturing ecosystem. Virtually every electronic device in the world is produced using our technologies. No laptop, smartphone, wearable device, voice-controlled gadget, flexible screen, VR device or smart car would have made it into your hands without us. KLA invents systems and solutions for the manufacturing of wafers and reticles, integrated circuits, packaging, printed circuit boards and flat panel displays. The innovative ideas and devices that are advancing humanity all begin with inspiration, research and development. KLA focuses more than average on innovation and we invest 15% of sales back into R&D. Our expert teams of physicists, engineers, data scientists and problem-solvers work together with the world's leading technology providers to accelerate the delivery of tomorrow's electronic devices. Life here is exciting and our teams thrive on tackling really hard problems. There is never a dull moment with us.

The KLA Services team headquartered in Milpitas, CA is our service organization that consists of Service Sales and Marketing, Spares Supply Chain management, Field Operations, Engineering, Product Training, and Technical Support. The KLA Services organization partners with our field teams and customers in all business sectors to maintain the high performance and productivity of our products through a flexible portfolio of services. Our comprehensive services include: proactive management of tools to identify and improve performance; expertise in optics, image processing and motion control with worldwide service engineers, 24/7 technical support teams and knowledge management systems; and an extensive parts network to ensure worldwide availability of parts.

Role Overview

You will lead the global operational health of two technology domains under a unified operating model. This includes case management, escalation governance, TSE (Technical Support Engineer) utilization, training and certification, supplier engagement, and field collaboration.

You'll directly manage the TSE bench in the U.S. and Europe, while partnering closely with Asia TSM and the broader global TSE workforce. This role reports to the Director of PSO Operational Excellence and works cross-functionally with Product Management, Engineering, field teams, and customers.

What You'll Do

• Own L1L4 escalation governance for CPG handlers and server platforms across regions (direct ownership in U.S./EU; partnership in Asia)
• Drive TSE utilization and improve Field Service Engineer self-sufficiency
• Co-manage supplier relationships across key handler vendors (e.g., Rorze, Yaskawa, Kawasaki, Sinfonia, TDK, KRI, Asyst Brooks)
• Lead global TSE hiring, certification programs, and knowledge-sharing practices
• Scale team impact through modern service technologies (e.g., AI-assisted troubleshooting, log analysis, knowledge tools)
• Invest in team developmentbuild trust, grow careers, and protect bandwidth
• Engage with senior executives (VP/EVP/President) and Tier-1 customer leadership
• Travel ~2530%

What You Bring

• 6+ years in semiconductor capital equipment service operations, including 3+ years leading multi-region technical teams
• Proven experience managing L1L4 escalation models for Tier-1 customers (e.g., TSMC, Intel, Samsung, Micron)
• Strong track record using technology (including AI) to scale team productivity without increasing headcount
• Experience hiring, developing, and certifying distributed technical teams
• Ability to communicate effectively with senior executives

Preferred Qualifications

• Experience with CPG, handlers, loadports, or Server products. (KLA or Tier-1 suppliers)
• Familiarity with product development lifecycle and Engineering-to-Service handoffs
• Experience presenting strategy and performance at VP+ levels
• Data skills (Snowflake, Power BI, or similar) and ability to partner with data science teams
• Multilingual (Mandarin, Korean, or Japanese)

Minimum Qualifications

• Bachelor's degree in Engineering (or equivalent experience); MS or MBA preferred.