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 / collaborate with design engineering, manufacturing, technical support, quality, marketing and field as the product(s) move through the Product Life Cycle. Will be fully coordinated and working directly with aforementioned teams to incorporate effective serviceability, reliability and service business practice improvements into product design. Works to optimize serviceability, reduce cost-of-service through all stages of the PLC. Involvement lasts throughout all stages of a product’s lifecycle to ensure system level product performance is continuously improved and meets established goals. Drives continuous improvement of system hardware, diagnostics and software, tooling, user documentation and training.
Job Scope and Complexity:
Solid understanding of overall system operation, system integration, and system calibrations.
Act as a two way conduit of information between design teams, tech support and service personnel.
Very adept at 8D problem solving, including driving learning and standardization where appropriate.
Full understanding of the need to protect our service IP, and apply BKMs into documentations, spares, Tooling, and training.
Ability to lead difficult beta and sustaining customer situations, analyze data from various sources, provide a detailed fixing action plans 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 bring together 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 collected and applied to next generation designs.
Works with Learning and Knowledge Services (LKS) to develop training requirements for new products and/or upgrades. Train instructors, and guide or co-teach courses as needed. Audit 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 service cost models (bottom-up and top-down) as needed. 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 minimal 30% domestic and international. Mainly support China BU and Japan BU.