Product Support Director

Company Overview

Group/Division

Job Description/Preferred Qualifications

As 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 Qualifications

• 10 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.

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 attalent.acquisition@kla.com or at +1-408-352-2808 to request accommodation.

Be aware of potentially fraudulent job postings or suspicious recruiting activity by persons that are currently posing as KLA employees. KLA never asks for any financial compensation to be considered for an interview, to become an employee, or for equipment. Further, KLA does not work with any recruiters or third parties who charge such fees either directly or on behalf of KLA. Please ensure that you have searched KLA's Careers website for legitimate job postings. KLA follows a recruiting process that involves multiple interviews in person or on video conferencing with our hiring managers. If you are concerned that a communication, an interview, an offer of employment, or that an employee is not legitimate, please send an email to talent.acquisition@kla.com to confirm the person you are communicating with is an employee. We take your privacy very seriously and confidentially handle your information.