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About the Role

The Product Service Manager owns the customer experience and unit economics of a KLA product family across its install-base lifetime. You are accountable for Cost of Service, customer satisfaction, escalation governance, fleet availability, fleet performance, and field readiness for new product introductions. You translate field signal into product, operating-model, and commercial decisions.

Responsibilities

• Own customer experience & escalation governance, including driving L0-L4 escalation flow and managing customer-facing service quality.
• Own Cost of Service & financial performance, including setting Cost of Service targets and driving Continuous Improvement Programs.
• Own fleet availability, including product-family availability commitments and identifying systemic risks.
• Own fleet performance, including product-family performance commitments and translating fab-outcome expectations into service deliverables.
• Own new product field readiness, including training plans, documentation strategy, and coordinating readiness across multiple NPI programs.
• Own operating model & coverage, including setting Tech Support coverage strategy and driving Division Self-Sufficiency.
• Run Quarterly Alignment Meetings and Business Review cadence with action tracking and lookback discipline.

Requirements

• 8+ years in semiconductor capital equipment service, engineering, or operations.
• 3+ years in a leadership/management role.
• Direct customer-facing experience with top-tier semiconductor fabs.
• Demonstrated ownership of customer escalations, including L4-tier and executive-visibility escalations.
• Financial fluency including CoS, P&L, OT/labor categorization, and headcount planning.
• Influence-without-authority leadership experience.
• Bachelor's in Mechanical, Electrical, Industrial, or related engineering.
• Master's degree preferred.
• Willingness to travel 25-40% globally.
• Bachelor’s Degree or higher in related field or equivalent combination of any relevant education and experience.
• 8+ years of meaningful experience with proven track record to lead including 4+ years of management experience.

Skills

• Wafer-handler and/or server / data-system product experience.
• Cross-product and platform experience.
• Comfortable with modern AI tooling, including LLM-based copilots, agentic systems, or vector search.
• Data and analytics fluency, including comfort with Snowflake, Power BI, Streamlit, or equivalent.
• Working knowledge of SQL, Python, or R preferred.
• Knowledge engineering mindset.
• Awareness of product technology trends.

Location

• Milpitas, CA

Work Type

• Full-time

Experience Level

• 8+ years of experience
• 3+ years of management experience

Education Level

• Bachelor's in Mechanical, Electrical, Industrial, or related engineering
• Master's preferred
• Bachelor’s Degree or higher in related field or equivalent combination of any relevant education and experience

Salary/Compensations

• $181,000.00 - $307,700.00 Annually

Benefits

• Participation in performance incentive programs
• Eligibility for additional benefits including medical, dental, vision, life, and other voluntary benefits
• 401(K) including company matching
• Employee stock purchase program (ESPP)
• Student debt assistance
• Tuition reimbursement program
• Development and career growth opportunities and programs
• Financial planning benefits
• Wellness benefits including an employee assistance program (EAP)
• Paid time off and paid company holidays
• Family care and bonding leave

About the Company

• KLA is a global leader in diversified electronics for the semiconductor manufacturing ecosystem.
• Virtually every electronic device in the world is produced using KLA's technologies.
• KLA invents systems and solutions for the manufacturing of wafers and reticles, integrated circuits, packaging, printed circuit boards and flat panel displays.
• KLA focuses more than average on innovation and invests 15% of sales back into R&D.
• 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.
• 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.
• KLA's total rewards package for employees may also include participation in performance incentive programs and eligibility for additional benefits including but not limited to: medical, dental, vision, life, and other voluntary benefits, 401(K) including company matching, employee stock purchase program (ESPP), student debt assistance, tuition reimbursement program, development and career growth opportunities and programs, financial planning benefits, wellness benefits including an employee assistance program (EAP), paid time off and paid company holidays, and family care and bonding leave.

Equal Opportunity

• KLA is proud to be an Equal Opportunity Employer.
• We will ensure that qualified individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.
• Please contact us at talent.acquisition@kla.com or at +1-408-352-2808 to request accommodation.
• For additional information, view the US Know Your Rights poster on the U.S. Equal Employment Opportunity Commission website.