Product Support Director

Company OverviewKLA is a global leader in diversified electronics for the semiconductor manufacturing ecosystem. Virtually every electronic device in the world is produced using our technologies. No laptop, smartphone, wearable device, voice-controlled gadget, flexible screen, VR device or smart car would have made it into your hands without us. KLA invents systems and solutions for the manufacturing of wafers and reticles, integrated circuits, packaging, printed circuit boards and flat panel displays. The innovative ideas and devices that are advancing humanity all begin with inspiration, research and development. KLA focuses more than average on innovation and we invest 15% of sales back into R&D. Our expert teams of physicists, engineers, data scientists and problem-solvers work together with the world’s leading technology providers to accelerate the delivery of tomorrow’s electronic devices. Life here is exciting and our teams thrive on tackling really hard problems. There is never a dull moment with us.Group/DivisionThe 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.Job Description/Preferred QualificationsAs 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.Key responsibilities include: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.Minimum Qualifications10 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. #J-18808-Ljbffr