Product Support Manager

Product Service Manager responsible for customer experience and unit economics of a KLA product family across its install-base lifetime—from field readiness for new products through mature fleet operations. Own Cost of Service targets, customer satisfaction, escalation governance (L0-L4), fleet availability and performance, and field readiness for NPI. Drive decision-making by translating field signals into product/operating-model changes, manage escalation routing and communications (QAM, Field Reviews, executive cadences) and lead cross-functional collaboration with Tech Support, Engineering, and Manufacturing. Define regional labor mix and coverage, ensure product-family availability commitments (MTBF/MTTR), and use field data to identify systemic risks. Own new product field readiness (training, documentation, FRU planning) and coordinate readiness across multiple NPI programs. Requirements include a Bachelor's or higher in a related engineering field, 8+ years in semiconductor capital equipment service/engineering/operations, 4+ years in a leadership role, direct customer-facing experience with leading fabs, and 25-40% travel. Preferred qualifications cover wafer-handler/server data-system experience, AI tooling familiarity (LLMs, copilots, vector search), data analytics fluency (SQL, Python, R, Snowflake, Power BI, Streamlit), and knowledge engineering mindset.