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, and tech support and service personnel 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.
• Works to optimize system hardware, diagnostics, software, tooling, user documentation, knowledge management, and training.
• 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.
• Trains the trainer, guides or co-teaches initial courses, and audits service training courses to ensure their quality.
• Prepares 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.
• Helps 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.
• Supports new tool installations/upgrades and 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

Strong 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.

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).

Leverage learning and knowledge across the Tech Support organization through training classes, scripts, mentor, documents, and updating other knowledge collection tools.

Full understanding of the need to protect our service IP, and apply BKMs into documentations, FRUs, Tooling, and training.

Very adept at 7-step trouble-shooting, including driving learning and standardization where appropriate.

Skills

Excellent communication and interpersonal skills.

Ability to work effectively in a fast-paced environment.

Strong analytical and problem-solving skills.

Experience with project management tools and methodologies.

Knowledge of serviceability, reliability, and service business practices.

Benefits

Base Pay Range: $91,900.00 - $156,200.00 Annually

Additional benefits include 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.

Equal Opportunity Employer.