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Job description
The Product Support Manager owns the customer experience and unit economics of a KLA product family across its install-base lifetime. They are accountable for Cost of Service, customer satisfaction, escalation governance, fleet availability, fleet performance, and field readiness for new product introductions.
The Product Support Manager will own customer experience & escalation governance, drive L0 L4 escalation flow, own the customer-facing voice for service quality, hold the line on routing discipline, set and defend per-product Cost of Service targets, and own product-family availability commitments.
The ideal candidate will have 8+ years of experience in semiconductor capital equipment service, engineering, or operations, with 3+ years in a leadership/management role, and direct customer-facing experience with top-tier semiconductor fabs.
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Company
Manufacturing • Tech, Software & IT Services
KLA is a global leader in semiconductor process control, delivering advanced equipment and services that drive innovation across the electronics industry. The company specializes in process-enabling solutions for wafer and reticle manufacturing, integrated circuits, packaging, and printed circuit boards, leveraging cutting-edge metrology, inspection, and AI-powered analytics. KLA’s multidisciplinary teams—physicists, engineers, data scientists, and problem-solvers—partner with leading customers worldwide to design solutions that push the boundaries of performance and yield. Its distinctive blend of industry-leading technology, deep scientific expertise, and collaborative innovation positions KLA at the forefront of semiconductor and emerging nanotechnology markets.