Product Supportability Project Manager
About the role
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.
Responsibilities
- Drives ECOs through PLM (ENOVIA), aligns SAP execution readiness, and identifies risks to service inventory, material availability, and long-term support strategies.
- 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.
- Optimizes serviceability, reduces cost-of-service through all stages of the Product Life Cycle (PLC), and improves short- and long-term product service revenue performance.
- Ensures system-level product performance is continuously supervised and meets established specifications.
- Drives continuous improvement of system hardware, diagnostics, software, tooling, user documentation, knowledge management, and training.
- Works with Learning and Knowledge Services (LKS) to resolve training requirements for new products and/or upgrades.
- Audits service training courses to ensure their quality.
- 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.
- 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.
Requirements
Minimum Qualifications:
- Master's Level Degree and 0 years related work experience;
- Bachelor's Level Degree and related work experience of 2 years.
Qualifications
Requires a solid understanding of overall system operation, system integration, and system calibrations. Influence early Product Life Cycle (PLC) composition to include features that will optimize KLA’s service business: calibrations and diagnostics, Cost of Service (CoS), reliability, invent tolerances, Intellectual Property (IP) protection. Act 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. 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 customer concern, analyze data from various sources, and, working with divisional authorities when vital, provide a detailed action plan suitable for execution by Customer Service Engineer (CSE) and Technical Support Engineer (TSE).
Skills
Knowledge of service engineering, product lifecycle management, and serviceability optimization. Experience with PLM (ENOVIA) and SAP. Strong analytical and problem-solving skills. Excellent communication and interpersonal skills. Ability to manage multiple projects simultaneously. Proficiency in Microsoft Office Suite.
Benefits
Base Pay Range: $91,900.00 - $156,200.00 Annually
Additional benefits include:
- 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;
- Family care and bonding leave.
Pay
$91,900.00 - $156,200.00 Annually
Schedule
N/A
Application Instructions
N/A