SWIFT Technical Support Manager Asia

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.

Job Description/Preferred Qualifications

Primary Responsibilities:
Lead a worldwide team of Technical Support Engineers (TSE) and Technical Support Supervisors to respond to issues where first-line customer support has been unable fix problems in malfunctioning equipment. Support TSEs and upervisors by removing obstacles as they seek to solve difficult problems requiring in-depth system knowledge and understanding of operating principles. Coach team members to exercise sound judgment within broadly defined practices and policies in selecting methods, and techniques for achieving results. If the depth of technical understanding requires, direct or lead the consultation with other teams (engineering, manufacturing, installation) to define the best course of action. Ensure team members clearly document new diagnostic and resolution processes/protocols and technical findings by generating service reports. When required, provide status of resolution updates directly to customers for highly transparent critical issues.

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 <20% (usually <10%)

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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