Field Support Manager - Semiconductor Equipment

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

Field Support Manager – Strategic Customer Account

We’re looking for a Field Support Manager to lead service operations and deliver an exceptional customer experience at one of KLA’s strategic customer sites. This role offers ownership, visibility, and the opportunity to lead a high‑performing team in a fast‑paced semiconductor fab environment.

What You’ll Do:

Customer & Account Leadership

• Build trusted partnerships with customer stakeholders

• Drive customer satisfaction, retention, and service excellence

• Proactively identify improvement opportunities and resolve issues

• Own site escalations, safety events, and service performance

• Coordinate cross‑functional factory and field support

• Represent KLA in customer meetings and reviews

Business & Financial Ownership

• Forecast and manage annual service revenue and margins

• Track forecasts monthly; manage budgets and expenses

• Lead spares and service contracts as a holistic customer solution

• Promote Continuous Improvement Programs (CIPs) and upgrades

• Ensure adherence to SLAs, agreements, and specifications

Operational Excellence

• Oversee installs, repairs, PMs, and system upgrades

• Improve service processes, escalations, and team readiness

• Manage KPIs for equipment performance, contracts, and warranties

• Oversee RMAs and warranty claims with speed and accuracy

People Leadership

• Lead, coach, and develop a team with direct reports

• Set clear goals aligned to account and business objectives

• Conduct regular team meetings and performance reviews

• Champion safety, teamwork, engagement, and succession planning

What You Bring (Qualifications):

• Proven people leadership experience with direct reports

• Strategic mindset with strong business and customer focus

• Background in semiconductor or advanced manufacturing preferred

• Excellent written, verbal, and presentation communication skills

• Strong influence, negotiation, and stakeholder‑management skills

• Track record of driving process improvement while meeting P&L goals

• Experience working effectively in matrixed organizations

• Proficiency with PowerPoint, Excel, SAP, and related tools

• Preference for candidates local to Austin, TX

Minimum Qualifications

Master’s degree with 2+ years of experience OR Bachelor’s degree in a technical field with 3+ years of experience

Base Pay Range: $98,200.00 - $166,900