Product Supportability Project Manager

KLA; Arizona; On-site; USD 120,000 - 170,000; Full time

Job summary

KLA is seeking a Product Supportability Project Manager to coordinate product changes impacting service readiness and installed base supportability. This role partners with Engineering, Supply Chain, Planning, and Global Services to ensure ECOs affecting service kits, spare parts, and configurations are executed accurately and on time.

The role focuses on serviceability execution by driving ECOs through PLM (ENOVIA), aligning SAP readiness, and identifying risks to service inventory and

Qualifications

• Experience coordinating ECOs through PLM (ENOVIA).
• Strong SAP readiness and service inventory planning.
• Proven ability to drive service improvements and cost reductions.

Responsibilities

• Coordinate and execute product changes that impact service readiness.
• Drive ECOs through PLM (ENOVIA) and ensure timely implementation.
• Align SAP execution readiness and monitor inventory risk.
• Improve short- and long-term product service revenue.
• Train and mentor teams; develop knowledge materials.
• Collaborate with Engineering, Supply Chain, Planning, and Global Services.

Skills

ECO coordination

PLM ENOVIA

SAP readiness

Troubleshooting 7-step

Knowledge management

Tools

ENOVIA PLM

SAP ERP

Merlin

Solution Point

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

Job Summary

The Product Supportability Project Manager coordinates and executes product changes that impact service readiness and installed ‑ base supportability. This role partners with Engineering, Supply Chain, Planning, and Global Services to ensure Engineering Change Orders (ECOs) affecting service kits, Long ‑ Term Planning (LTP), spare parts, and customer configurations are executed accurately and on time.

The role focuses on supportability execution by driving ECOs through PLM (ENOVIA), aligning SAP execution readiness, and identifying risks to service inventory, material availability, and long ‑ term support strategies.

Primary responsibility:

New and sustaining product service engineering. Serves as the central technical resource / work with Software and Hardware develop engineering, manufacturing, technical support, quality, marketing and field 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, invent tolerances, Intellectual Property (IP) protection.

Act as a two way conduit of information between develop 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 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.