BU Service Director

To make electronics, you need chips, wafers, transistors, reticles, and... To make these, you must see, test and manufacture them at scale—faster and better than ever before. That's where KLA comes in. Whether you're early in your career or an experienced professional, you'll solve complex challenges, work alongside brilliant minds and help shape the future of technology.

Group/Division

The KLA Services team consists of Service Sales, Marketing, Spares Supply Chain Management, Field Operations, Engineering, Product Training, Digital Solutions and Analytics, and Technical Product Support. Our services organization maximizes the value of our customers' KLA assets – with highly trained service and product support engineers providing installation services and 24/7 technical support and parts delivery through our extensive supply chain network.

What You'll Do

In this role, you will play a key part in advancing business priorities by delivering high-impact work across your area of expertise.

Role Overview: The Service Operations Director at KLA is responsible for overseeing and managing Regional service operations to ensure efficient delivery, optimize processes, and maintain high levels of customer satisfaction. This role involves leading a cross-functional team, developing strategic plans, and representing the company in interactions with Regional Business Unit GM and other KLA Senior Leaders.

Key Responsibilities:

 

• Leadership and Management:
  • Lead and manage a cross-functional team including Customer Support Engineering.
  • Serve as the single focal point for KLA Services within their region.
  • Provide leadership and mentorship to Service managers.
  • Ensure accountability for Learning & Knowledge Services (LKS) training and Business process training for the regional team.

• Operational Excellence:
  • Optimize service processes to improve efficiency and reduce costs.
  • Implement quality control measures and drive process improvement initiatives.
  • Achieve Controllable Margin (CM%) goals by managing Field Expense (FE) and Parts Expense (PE) effectively.

• Customer Satisfaction:
  • Ensure Tool availability targets are met and minimize downtime.
  • Implement strategies to reduce Long Tool Down (LTD) incidents and improve tool uptime.
  • Conduct regular Operational Committee (OC) meetings with customers.
  • Support Executive Committee (EC) meetings with senior leadership
  • Drive critical customer messaging where appropriate to manage customer relationships
  • Focus on key customer priorities such as reducing cost and downtime risk, maximizing uptime and performance, and ensuring timely communication and resolution of issues.

• Financial Management:
  • Manage the P&L for KLA Services within their region.
  • Support revenue growth targets through effective service delivery and customer satisfaction.

• Regional BU GM Services Owner:
  • Represent KLA Services in interactions with Regional BU GM and other senior leaders.
  • Strong partnership with BU GM’s to support KLA business growth
  • Align service operations with the strategic goals of the Region Presidents.
  • Provide regular updates and reports on service operations performance.

• Employee Satisfaction:
  • Conduct regular employee engagement surveys and develop strategies to reduce attrition.
  • Analyze survey results and implement action plans to address high-impact areas.
  • Provide opportunities for professional growth and development.

• Team Development:
  • Hold Service Managers accountable to technical and soft skill development of their teams.
  • Develop career roadmaps and provide guidance on achieving career goals.
  • Foster a collaborative and engaging work environment.
  • Provide constructive feedback and coaching.
  • Implement succession planning to ensure continuity and readiness for future leadership roles.

• Strategic Planning and Business Development:
  • Create and own strategic initiatives to drive business growth.
  • Identify opportunities for new business development and expansion of service offerings.
  • Collaborate with cross-functional teams to align service operations with overall business objectives.
  • Integrate new entities into the team when applicable; proposing new structures and actions to drive the change.

• Communication and Collaboration:
  • Communicate effectively with internal and external stakeholders.
  • Foster a collaborative environment within the service operations team and across departments.
  • Lead cross-functional projects and initiatives to enhance service delivery.

Minimum Qualifications

• Proven experience in service operations management, preferably in a leadership role.
• Strong business acumen and ability to think both short-term and long-term.
• Excellent communication and interpersonal skills.
• Demonstrated ability to lead and develop high-performing teams.
• Experience in process optimization and quality control.
• Ability to manage budgets and financial targets effectively.
• Domestic and international travel, including to the United States, will be required as part of this role between 30% and 50%

About KLA

We provide advanced inspection tools, metrology systems, process solutions, and computational analytics that make electronics possible, tackling complex challenges. From electron and photon optics to machine learning and data analytics, we seek perfection at the most fundamental level of matter in the universe. If you want to make electronics that push industries forward and make the world a better place, join us.

Use of AI Statement 

At KLA, our interviews seek to understand your individual skills, problem-solving approach and authentic thinking. To ensure a fair and consistent evaluation, the use of AI, recording tools or other technologies to generate, suggest or provide responses during interviews—whether virtual or in person—is not permitted unless explicitly approved in advance as part of a reasonable accommodation or invited by the interviewer. Use of these tools may interfere with our ability to evaluate your individual qualifications and affect your candidacy. KLA is committed to advancing innovation through responsible AI, and we value candidates who share this mindset.

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.