Product Supportability Project Manager

Summary

KLA is a global leader in diversified electronics for the semiconductor manufacturing ecosystem. The Product Supportability Project Manager will be responsible for new and sustaining product service engineering, ensuring effective serviceability and reliability throughout the product lifecycle while optimizing service revenue performance.

Responsibilities

• New and sustaining product service engineering
• Serves as the central technical resource / work with Software and Hardware develop engineering, manufacturing, technical support, quality, marketing and field as the product(s) move through the Product Life Cycle (PLC)
• Will be fully coordinated and working directly with aforementioned teams to incorporate effective serviceability, reliability and service business practice improvements into product compose
• Works to optimize serviceability, reduce cost-of-service through all stages of the PLC, and improve short- and long-term product service revenue performance
• Involvement lasts throughout all stages of a product’s lifecycle to ensure system level product performance is continuously supervised and meets established specification
• Drives continuous improvement of system hardware, diagnostics and software, tooling, user documentation, knowledge management, and training
• Solid understanding of overall system operation, system integration, and system calibrations
• Influence early PLC compose to include features that will optimize KLA’s service business: calibrations and diagnostics, Cost of Service (CoS), reliability, invent tolerances, Intellectual Property (IP) protection
• Act as a two way conduit of information between develop teams, and tech support and service personnel
• Very adept at 7-step trouble-shooting, including driving learning and standardization where appropriate
• Full understanding of the need to protect our service IP, and apply BKMs into documentations, FRUs, Tooling, and training
• Able to step into a difficult beta and sustaining customer concern, analyze data from various sources, and, working with divisional authorities when vital, provide a detailed action plan suitable for execution by Customer Service Engineer (CSE) and Technical Support Engineer (TSE)
• Leverage learning and knowledge across the Tech Support organization through training classes, scripts, mentor, documents and updating other knowledge collection tools
• Develop and promote the use of Merlin and Solution Point during Beta and released product phases
• Ensure that learning on current generation tools is gathered and applied to next generation builds
• Works with Learning and Knowledge Services (LKS) to resolve training requirements for new products and/or upgrades
• Trains the trainer, and guide or co-teach initial courses
• Audits service training courses to ensure their quality
• Help to define a plan, implement and optimize the spare parts that will be stocked to support field shipments
• This includes taking into account reliability, diagnostics, inventory holding cost, training level and other factors
• Prepare CoS models (bottom-up and top-down) during initial concept phase, and update them as new information is available
• Apply results to help optimize design of diagnostics
• Work with Services Marketing to define Service Offerings, including analyzing market needs, forecasting CoS and developing Sales support materials
• Help to define and optimize the Preventative Maintenance Schedule for systems
• Help to prepare a product for obsolescence / transfer to Service Supply Chain Management (SSCM) ownership including closing known issues, disposition of inventory and transfer of documentation and knowledge
• Participate in NPI Best Practice teams to spread knowledge across product divisions
• Hands-on work for integration of Alpha/Beta systems, including performing serviceability validation
• Travel to Beta sites for support of new tool installations/upgrades, and for critical issue support for new products

Skills

• Master's Level Degree and 0 years related work experience; Bachelor's Level Degree and related work experience of 2 years

Qualifications

Must Haves

• Master's Level Degree and 0 years related work experience; Bachelor's Level Degree and related work experience of 2 years

Benefits

• Participation in performance incentive programs
• 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
• Family care and bonding leave
• Interns are eligible for some of the benefits listed