Product Supportability Project Manager

KLA•Chandler, AZ

23d•$91,900 - $156,200•Onsite

About The Position

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. KLA invents systems and solutions for the manufacturing of wafers and reticles, integrated circuits, packaging, printed circuit boards and flat panel displays. 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. This role serves as the central technical resource, working with Software and Hardware development engineering, manufacturing, technical support, quality, marketing, and field teams as the product(s) move through the Product Life Cycle (PLC). The goal is to incorporate effective serviceability, reliability, and service business practice improvements into product composition, optimize serviceability, reduce cost-of-service, and improve short- and long-term product service revenue performance throughout all stages of a product’s lifecycle to ensure system-level product performance is continuously supervised and meets established specifications. This role drives continuous improvement of system hardware, diagnostics and software, tooling, user documentation, knowledge management, and training.

Requirements

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

Nice To Haves

Solid understanding of overall system operation, system integration, and system calibrations.
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).
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.

Responsibilities

Serve as the central technical resource and work with Software and Hardware development engineering, manufacturing, technical support, quality, marketing, and field as the product(s) move through the Product Life Cycle (PLC).
Incorporate effective serviceability, reliability, and service business practice improvements into product composition.
Optimize serviceability and reduce cost-of-service through all stages of the PLC.
Improve short- and long-term product service revenue performance.
Ensure system level product performance is continuously supervised and meets established specifications throughout all stages of a product’s lifecycle.
Drive continuous improvement of system hardware, diagnostics and software, tooling, user documentation, knowledge management, and training.
Influence early PLC composition 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 development teams, and technical support and service personnel.
Utilize 7-step troubleshooting, including driving learning and standardization where appropriate.
Protect service IP and apply Best Known Methods (BKMs) into documentation, Field Replaceable Units (FRUs), tooling, and training.
Step into difficult beta and sustaining customer concerns, analyze data from various sources, and provide a detailed action plan for Customer Service Engineers (CSEs) and Technical Support Engineers (TSEs).
Leverage learning and knowledge across the Technical Support organization through training classes, scripts, mentors, documents, and updating knowledge collection tools.
Develop and promote the use of Merlin and Solution Point during Beta and released product phases.
Ensure learning on current generation tools is gathered and applied to next generation builds.
Work with Learning and Knowledge Services (LKS) to resolve training requirements for new products and/or upgrades.
Train the trainer, and guide or co-teach initial courses.
Audit service training courses to ensure their quality.
Define a plan, implement, and optimize spare parts to be stocked for field shipments, considering reliability, diagnostics, inventory holding cost, training level, and other factors.
Prepare CoS models (bottom-up and top-down) during the initial concept phase and update them as new information becomes available.
Apply results to help optimize the design of diagnostics.
Work with Services Marketing to define Service Offerings, including analyzing market needs, forecasting CoS, and developing Sales support materials.
Define and optimize the Preventative Maintenance Schedule for systems.
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.
Perform hands-on 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.