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Company Overview
Group/Division
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 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 to confirm the person you are communicating with is an employee. We take your privacy very seriously and confidentially handle your information.
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