Technical Support Manager (Central Technical Function)

Job Description/Preferred Qualifications

Role Overview

You will lead the global operational health of two technology domains under a unified operating model. This includes case management escalation governance TSE (Technical Support Engineer) utilization training and certification supplier engagement and field collaboration.

Youll directly manage the TSE bench in the Asia reporting to US and Europe TSM and working cross-functionally with Product Management Engineering field teams and customers.

What Youll Do

• Own L1L4 escalation governance for CPG handlers and server platforms across regions (direct ownership in Asia)
• Drive TSE utilization and improve Field Service Engineer self-sufficiency
• Co-manage supplier relationships across key handler vendors (e.g. Rorze Yaskawa Kawasaki Sinfonia TDK KRI Asyst Brooks)
• Lead Asia TSE hiring certification programs and knowledge-sharing practices
• Scale team impact through modern service technologies (e.g. AI-assisted troubleshooting log analysis knowledge tools)
• Invest in team developmentbuild trust grow careers and protect bandwidth
• Engage with senior executives (VP/EVP/President) and Tier-1 customer leadership
• Travel 2530%

What You Bring

• 6 years in semiconductor capital equipment service operations including 3 years leading multi-region technical teams
• Proven experience managing L1L4 escalation models for Tier-1 customers (e.g. TSMC Intel Samsung Micron)
• Strong track record using technology (including AI) to scale team productivity without increasing headcount
• Experience hiring developing and certifying distributed technical teams
• Ability to communicate effectively with senior executives

Preferred Qualifications

• Experience with CPG handlers loadports or Server products. (KLA or Tier-1 suppliers)
• Familiarity with product development lifecycle and Engineering-to-Service handoffs
• Experience presenting strategy and performance at VP levels
• Data skills (Snowflake Power BI or similar) and ability to partner with data science teams
• Multilingual (Mandarin Korean or Japanese)

Minimum Qualifications

• Bachelors degree in Engineering (or equivalent experience); MS or MBA preferred.

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

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