Product Supportability Project Manager

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.

Minimum Qualifications

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

Interns are eligible for some of the benefits listed. Our pay ranges are determined by role, level, and location. The range displayed reflects the pay for this position in the primary location identified in this posting. Actual pay depends on several factors, including state minimum pay wage rates, location, job-related skills, experience, and relevant education level or training. We are committed to complying with all applicable federal and state minimum wage requirements where applicable. If applicable, your recruiter can share more about the specific pay range for your preferred location during the hiring process.

KLA is proud to be an Equal Opportunity Employer. We will ensure that qualified individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us at talent.acquisition@kla.com or at +1-408-352-2808 to request accommodation.

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