Job Title: Manager Engineering Services
Location: Milpitas, CA
Duration: Full time
Job Description:
Business Unit:
The Global Service Support Organization (GSS) team headquartered in Milpitas, CA is our service organization that consists of Service Sales and Marketing, Spares Supply Chain management, Field Operations, Product Training, and Technical Support. The GSS 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.
Responsibilities:
Product Services Manager will be responsible for the Tech Support, Sustaining and NPI activities of the SWIFT Product Support Organization in Israel
- Develop proactive strategies to prevent customer dissatisfaction such as “start well” ramp plans for new sites or new product ramps. Address customer satisfaction complaints such as MTBF, MTBI, availability, measurement issues (precision, stability, matching), field readiness (CSE skill, parts stocking, tooling)
- Prepare and host the quarterly Division and GSS Operations reviews. Report out on the progress of the functional plans to date as well as a status update on the business in general and any modifications to the plans needed in response to changes in business conditions. Facilitate consensus building to gain support for strategies including additional funding (for development of additional revenue streams for example)
- Perform quarterly talent reviews with GSS and Division management. Assess the capabilities of the team and put plans in place to increase the technical or operational talent of the team and or upgrade the talent of the team as needed. Maintain employee skills matrix and ranking.
- Participate in the Division strategic planning sessions and provide input / resource planning into proactive customer sat measures, Sustaining CIP, Service revenue enhancements, operational and organizations opportunities including talent enhancement measures (PSO and GSS field organizations)
- Manage difficult escalations in a self-sufficient manner without division and / or ops over-support and handle difficult “over-support” customer requests and requirements in order to meet Balance Score Card customer sat. Determine when, how and where GSS Field teams are over-supporting the customer and determine appropriate actions.
- Manage the resource allocation and planning for NPI execution per the division product roadmap. Drive the execution of the GSS NPI deliverable as well as drive NPI process CIP such as Phase 2 Service Requirement Management and SRR success criteria. Define scope of service requirements including GSS initiatives such as KlearPoint, Solution Point, and LKS Certification.
- Address the needs of released products to ensure the product meets entitled performance in the following areas: MTBI / MTBA, MTBF, COS, Availability, measurement. This includes defining CIP programs to achieve the improvements and execution. Includes improvements to GSS Certification strategies, documentation
- Manage and optimize the Tech Support operation. Determine appropriate TS coverage. Drive GSS field self-sufficiency for older products to enable TS bandwidth to come up to speed on new products and support adoption with minimal headcount addition. Use the GSS headcount BKM to determine new HC needs.
- Develop strategies to improve the contributed margin (CM%) of the service product P&L. Work with GSS Product Marketing and GSS Field Marketing to define plans to develop service products to enhance revenue. Work with Regional Service Directors to address site specific CM% issues by re-negotiating specs or positioning service contract uplifts for enhanced performance
- BS Degree in engineering or science discipline and at least 10 years of experience in leadership roles in the semiconductor fields (equipment or manufacturing).
- at least 15 yrs experience in lieu of BS degree.
- Knowledge of semi-conductor processing and metrology strategies to control MFG processes.
- Demonstrated management leadership skills and track record of strong ownership and execution
Minimum Qualifications:
Bachelor's Level Degree with at least 10 years of experience.
Kindly send your resume to raju.balaji@kla-tencor.com