Product Supportability Project Manager

KLA; Ann Arbor (MI); On-site; USD 91,900 - 156,200; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(K) with company matching

Paid time off and holidays

Job summary

KLA in Ann Arbor is looking for a Product Service Engineer to oversee technical resources throughout product lifecycle management. Candidates should have a Master’s or Bachelor’s degree with relevant experience.

The engineer will drive serviceability improvements, optimize service costs, and ensure that products meet performance specifications. Additional responsibilities include preparing maintenance schedules and participating in new product introduction teams.

The position offers a competitive salary range and a comprehensive benefits package.

Qualifications

• Master’s level degree with no work experience or Bachelor’s with 2 years in a related role.
• Strong understanding of systems operation and calibration.
• Experience with technical support and service processes.

Responsibilities

• Act as technical resource in product lifecycle management.
• Drive serviceability improvements for reliability and cost.
• Prepare cost models and preventive maintenance schedules.

Skills

System integration

Troubleshooting

Documentation

Training

Education

Master’s degree

Bachelor’s degree

Job description

Company Overview

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. 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/Division

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.

Job Description / Preferred Qualifications

Primary responsibility

New and sustaining product service engineering. Serves as the central technical resource and works 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). 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.

Job Scope and Complexity

• 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, inventory tolerances, Intellectual Property (IP) protection.
• Act as a two‑way conduit of information between development 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 best knowledge management into documentation, 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, mentoring, 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 guides or co‑teaches 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 preventive 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.

Base Pay Range: $91,900.00 - $156,200.00 Annually

Primary Location: USA-AZ-Phoenix-KLA

KLA’s total rewards package for employees may also include participation in performance incentive programs and 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, and family care and bonding leave. Interns are eligible for some of the benefits listed.

We are committed to complying with all applicable federal and state minimum wage requirements. If applicable, your recruiter can share more about the specific pay range for your preferred location during the hiring process.

Equal Opportunity Statement

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 [e-mail] or at [phone] to request accommodation.