SWIFT Technical Support Manager

Tech Support Supervisor

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.

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.

The Tech Support Supervisor (TSS) is responsible for leading a regional team of Technical Support Engineers (TSEs) to deliver high‑quality, timely technical support for advanced semiconductor inspection and metrology tools. This role ensures strong escalation execution (L2–L4), effective cross‑functional coordination, and continuous improvement in technical capability, compliance, and customer satisfaction.

• Lead, coach, and develop a team of TSEs supporting complex tool platforms and customer sites.
• Drive technical depth, certification completion, and structured knowledge sharing across the team. Provide technical guidance and management oversight during high‑severity issues and escalations.
• Own management oversight for L2–L4 escalations, including prioritization, risk assessment, and alignment of resources.
• Ensure strict execution of 8D / 7‑Step Problem Solving and customer communication standards.
• Act as a primary management contact for critical customer issues when required.
• Ensure compliance with escalation processes, including POA ownership, FSR/IMS documentation, and timely updates.
• Drive reduction in escalation duration, improved solution effectiveness, and first‑time fix performance.
• Partner with global tech support, engineering, and field service teams to ensure effective follow‑the‑sun support.
• Support customer escalation reviews, executive updates, and post‑mortem discussions.
• Collaborate closely with regional service managers, product teams, and HQ stakeholders.
• Represent regional tech support capability in ramp‑ups, installations, and critical customer events.
• Support staffing, workload balancing, and onboarding plans for the region.
• Identify skill gaps and drive targeted training, certification, and mentoring plans.
• Contribute to regional readiness plans for new platforms and customer ramps.

Minimum Qualifications

STEM Bachelors with 3-5 years of demonstrated experience or equivalent combination of education and experience in optical and/or electromechanical systems.

5 years experience as a supervisor/manager –OR-- directly engaged in system level root cause identification and problem resolution, leading/driving multi-disciplined teams to resolve complex problems.

Demonstrated ability to act independently to initiate the planning and to drive work to problem resolution, including postmortem actions.

Experience in project management, customer relations, leading/driving multi-disciplined teams to resolve sophisticated issues. Travel Required