SWIFT Technical Support Manager Asia

About the role

KLA, a global leader in electronics for the semiconductor manufacturing ecosystem, is looking for a SWIFT Technical Support Manager Asia. The role leads a worldwide team of Technical Support Engineers and Technical Support Supervisors who handle issues that first-line customer support could not fix in malfunctioning equipment. The position is based in Hsinchu.

Key responsibilities

• Lead a worldwide team of Technical Support Engineers and Technical Support Supervisors in responding to equipment issues beyond first-line support.
• Support the team by removing obstacles and coaching members to make sound judgments within defined practices and policies.
• Direct or lead consultations with engineering, manufacturing and installation teams when deep technical understanding is needed.
• Ensure team members document new diagnostic and resolution protocols and technical findings in service reports.
• Provide resolution status updates directly to customers on critical issues when required.

Required profile

• STEM bachelor's degree with 3-5 years of demonstrated experience, or an equivalent combination of education and experience in optical and/or electromechanical systems.
• 5 years of experience as a supervisor/manager, or directly in system-level root cause identification and problem resolution leading multi-disciplinary teams.
• Ability to plan and drive work independently to problem resolution, including postmortem actions.
• Experience in project management, customer relations and leading multi-disciplinary teams.
• Travel of less than 20% (usually less than 10%).