Field Support Manager

About the role

KLA, a global leader in electronics for the semiconductor manufacturing ecosystem, is looking for a Field Support Manager within its KLA Services organization, which partners with field teams and customers to keep products performing at a high level. The role combines direct customer support, service team leadership and P&L ownership.

Key responsibilities

• Own direct customer support, relationships and the service team, and liaise with KLA HQ product support and engineering teams
• Ensure the success of NPI programs and projects locally, working with cross-functional remote teams to adopt KLA platforms and technologies
• Take direct P&L ownership and drive continuous improvement, achieving operational and financial objectives
• Hold regular customer meetings (OC, KPI, service meetings) and follow up on open tasks
• Drive operations to meet customer KPIs and coordinate installation dates with customers and the install team
• Handle escalations by coordinating with CSEs, customers, internal experts and senior management
• Manage billable activities with the service admin team and support sales account teams to hit regional targets
• Develop and manage a team of Customer Support Engineers, including their development paths and training

Required profile

• At least 5 years of semiconductor field experience and at least 2 years of management experience
• Previous management or technical leadership experience in a fast-paced semiconductor fab environment desired
• Ability to work under pressure on multiple tasks and to travel up to 10%

Required skills

• Japanese and English, written and spoken
• Strong leadership and people management skills
• Project management, analytical and organizational skills
• Ability to present to senior management and basic financial/budget skills