Product Supportability Project Manager

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.

Primary Responsibility

Serves as the central technical resource, working with Software and Hardware development teams, technical support, quality, marketing, and field teams to incorporate effective serviceability, reliability, and service business practice improvements into product composition. Focuses on optimizing serviceability, reducing cost-of-service through all stages of the Product Life Cycle (PLC), and improving short- and long-term product service revenue performance.

Job Scope and Complexity

Requires a solid understanding of overall system operation, system integration, and system calibrations. Influences early PLC composition to include features that optimize KLA’s service business: calibrations and diagnostics, Cost of Service (CoS), reliability, inventory tolerances, Intellectual Property (IP) protection. Acts as a two-way conduit of information between development teams and tech support and service personnel. Very adept at 7-step trouble-shooting, including driving learning and standardization where appropriate. Ensures the protection of service IP and applies BKMs into documentation, FRUs, tooling, and training. Handles difficult beta and sustaining customer concerns, analyzes data from various sources, and provides detailed action plans suitable for execution by Customer Service Engineers (CSE) and Technical Support Engineers (TSE).

Continuous Improvement

Leverages learning and knowledge across the Tech Support organization through training classes, scripts, mentors, documents, and updating other knowledge collection tools. Develops and promotes the use of Merlin and Solution Point during Beta and released product phases. Ensures 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, guides or co-teaches initial courses, and audits service training courses to ensure their quality.

Spare Parts Management

Responsible for preparing CoS models (bottom-up and top-down) during initial concept phase, and updates them as new information is available. Applies results to help optimize design of diagnostics. Works with Services Marketing to define Service Offerings, including analyzing market needs, forecasting CoS, and developing Sales support materials. Helps to define and optimize the Preventative Maintenance Schedule for systems. Participates 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 critical issue support for new products.

Pay Range

$91,900.00 - $156,200.00 Annually