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 SOCPE AND COMPLEXITY:
This is NOT a PC, IT technical support position.
Proven understanding of semiconductor system operation, processes, system integration, and system calibrations.
Influence early PLC designs to include features that will optimize KLA’s service business: calibrations and diagnostics, Cost of Service (CoS), reliability, design tolerances, Intellectual Property (IP) protection.
Act as a two-way conduit of information between design teams, engineering, manufacturing, tech support and service personnel.
Adept at 7-step / MBPS / 8D troubleshooting methodologies including driving lessons learned and standardization where appropriate.
Able to step into a challenging beta, eval, install or sustaining escalations, analyze data from various sources and work with division (DE) and manufacturing (MDE) experts as needed to provide detailed plans of action (POA) suitable for execution by Customer Service Engineers (CSE) and Technical Support Engineers (TSE).
Leverage learning and knowledge across the Tech Support organization through training classes, scripts, coaching, mentoring, documents and updating other knowledge capture tools.
Ensure that learning on current generation tools is captured and applied to next generation N+1 product designs.
Works with Learning and Knowledge Services (LKS) to determine training requirements for new products and/or upgrades. Trains the trainer and guides or co-teaches initial courses. Audits service training courses to ensure content and quality.
Help to define parts planning, implement and optimize spare parts that will be stocked to support field shipments by taking into account reliability, diagnostics, inventory holding cost, training level and other factors.
Prepare CoS models (bottom-up and top-down) during initial concept phases and update them as new information is available. Apply results to help optimize design of diagnostics. Report out on quarterly CoS metrics of assigned products.
Work with Service Marketing to define Service Offerings, including analyzing market needs, forecasting CoS and developing Sales support materials.
Define and optimize Preventative Maintenance (PM) schedules and tasks for product models.
Participate in NPI Best Practice teams to help to share new knowledge and identify optimized processes across product divisions.
Hands-on work for integration of Alpha/Beta systems, including performing serviceability validation.
Collaborate with global field service teams on new product introduction and long-term support including system level troubleshooting and diagnosis after training.
Work with cutting edge technology – Spectroscopy, Single Wavelength Ellipsometry, UV and Visible Light, Optics, Pneumatics, Robotics, Electrical / Mechanical.
Ability to travel ~30% globally as needed for extended lengths of time.