Job Description/Preferred Qualifications
In this role, you will serve as the central technical resource / interface with Software and Hardware design engineering, manufacturing, technical support, quality, marketing and field as the product(s) move through the Product Life Cycle. Will be fully integrated and working directly with aforementioned teams to incorporate value added serviceability, reliability and service business practice improvements into product design. Works to optimize serviceability, reduce cost-of-service through all stages of the PLC (Product Life Cycle), 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 tracked and meets established specification. Drives continuous improvement of system hardware, diagnostics and software, tooling, technical documentation, knowledge management, and training.
Job Scope and Complexity:
Strong knowledge of overall system operation, 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, 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 escalation, analyze data from various sources, and, working with divisional experts when necessary, 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, coaching, documents and updating other knowledge capture 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 captured and applied to next generation designs
Works with Learning and Knowledge Services (LKS) to determine the training requirements for new products and/or upgrades. Trains the trainer, and teach or co-teach 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 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 to Beta sites for support of new tool installations/upgrades, and for escalation support for new products
Minimum Qualifications
Doctorate (Academic) Degree and 0 years related work experience; Master's Level Degree and related work experience of 3 years; Bachelor's Level Degree and related work experience of 5 years
Base Pay Range: $117,800.00 - $200,300.00 Annually
Primary Location: USA-CA-Milpitas-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. 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.
