Product Support Director

KLA•Milpitas, CA

10d

About The Position

As the Product Support Director, you will have the opportunity to lead a global technical support, new product introduction, and product sustaining team of technical support engineers and product engineers. The team supports KLA service support teams, product divisions, and customers by providing problem solving, diagnostic and repairing of complex electro/mechanical equipment, computer systems, software systems/applications, or networking and wireless networking systems. Collaborate with design engineering and software development on design, reliability and maintenance issues. Develop managers, evaluate personnel, and create an efficient operation.

Requirements

Master's Level Degree with a minimum of 10 years of relevant experience OR Bachelor's Level Degree with a miniumu of 12 years of relevant experience

Nice To Haves

10 years of related experience with a Bachelor’s degree; or 6 years and a Master’s degree experience.
Experience with Customer Relationship Management, quality control systems, and methodology (DMAIC, Six Sigma)
A sound understanding of how semiconductor systems are developed and supported.
Ability or capability to influence and drive continuous improvement improve products, people, and processes.
Development of Organizations and service business.
Develop and Drive standard methodologies by ensuring both process consistency, standardization, and continuous improvement across the organization.
Drive continuous improvements parts projects to increase serviceability, quality, reliability, and process.
Ability to travel => 25%
Good presentation skills.
Good customer leadership skills.

Responsibilities

Lead the management to establish operating model, performance measurements, develop and release infrastructure solutions, drive optimize processes and organizational change across PSO organization to continuously improve the Quality, Efficiency and Productivity of the operations.
Lead the resource allocation and planning for NPI execution per the division product roadmap. Define and drive execution of NPI work. Define scope of service requirements. Establish infrastructure, support plans, resources, and processes to lead the transition of PLC 6b install base into PLC 7 sustaining support.
Top Service owner for a KLA product line, representing the service function on the staff of divisional GM. Play key role in the serviceability, design development, launch, and ramp of new products, to ensure Service is “ready to serve” and customer support needs are met; significantly impacting KLA Services business opportunities.
Support the team to ensure the product meets performance in the following areas: MTBI, MTBF, cost of service, availability, measurement sensitivity and stability. Address the needs of released products: This includes defining CIP programs to achieve the improvements and execution of product design & performance, KLA Services Certification strategies, documentation. Ensure tool serviceability, and performance continue to meet customer expectations in areas such as uptime, Cost of Ownership, performance, and matching throughout the product life cycle.
Drive directly or strongly influence all aspects of the Service Business for a key product line. Collaborate with KLA service teams to develop strategies to improve service cost and business opportunities; define plans to develop service products to improve revenue.
Work with KLA Regional Service Directors to address site specific product and service performance, and customer; create field get well plans to recover KLA tool performance, service skills, and talent to support product line.