Company Overview

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.

Group/Division

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.

Job Description/Preferred Qualifications

Technical support manager is responsible for ensuring customer satisfaction for the products her or she is covering through addressing, managing, and closing escalations from customers and field support organizations. Successful technical support manager directly manages technical support engineers who will provide remote and onsite support for customers in cases of escalations. He or she is responsible for managing closure and reporting back to customers/field support and HQ. Long term success in this role comes through timely and speedy closure of escalations in addition to collaborating with local and HQ teams to reduce and prevent similar escalations by implementing true root cause analysis and suggesting and providing solutions that go beyond the symptoms.  Postmortems and standardization are important tools that he/she needs to use for permanently closing issues. The successful candidate will deal with wide range of equipment with focus on handlers and robots and customer base worldwide.

Successful candidate in this role must have strong familiarity with semiconductor fabs and process and/or metrology tools. Experience as a tech support manager, customer service engineer, or customer service lead is highly desired. Successful candidate must have strong communications skills and demonstrated track record of problem solving and being a good team player. Candidate must have flexibility in working hours as customer installed base is worldwide and reports are worldwide.

Minimum Qualifications

Master or bachelor degree in science or engineering with experience in semiconductor fab and equipment support. Minimum of 7 years in customer support are required.

We offer a competitive, family friendly total rewards package. We design our programs to reflect our commitment to an inclusive environment, while ensuring we provide benefits that meet the diverse needs of our employees.

KLA is proud to be an equal opportunity employer

Be aware of potentially fraudulent job postings or suspicious recruiting activity by persons that are currently posing as KLA employees.  KLA never asks for any financial compensation to be considered for an interview, to become an employee, or for equipment. Further, KLA does not work with any recruiters or third parties who charge such fees either directly or on behalf of KLA. Please ensure that you have searched KLA’s Careers website for legitimate job postings.  KLA follows a recruiting process that involves multiple interviews in person or on video conferencing with our hiring managers.  If you are concerned that a communication, an interview, an offer of employment, or that an employee is not legitimate, please send an email to talent.acquisition@kla.com to confirm the person you are communicating with is an employee. We take your privacy very seriously and confidentially handle your information.