KLA Careers

Account Services Manager 3

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Company Overview

Calling the adventurers ready to join a company that's pushing the limits of nanotechnology to keep the digital revolution rolling. At KLA, we're making technology advancements that are bigger—and tinier—than the world has ever seen.

Who are we?  We research, develop, and manufacture the world's most advanced inspection and measurement equipment for the semiconductor and nanoelectronics industries. We enable the digital age by pushing the boundaries of technology, creating tools capable of finding defects smaller than a wavelength of visible light. We create smarter processes so that technology leaders can manufacture high-performance chips—the kind in that phone in your pocket, the tablet on your desk and nearly every electronic device you own—faster and better. We're passionate about creating solutions that drive progress and help people do what wouldn't be possible without us.  The future is calling. Will you answer?

Group/Division

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.

KLA is seeking a Certification Manager to lead a wide range of portfolio of workforce certifications. The job entails ensuring workforce proficiency to support designated products or business roles. In addition, this opportunity will guide, design, and structure both technical and non-technical certification programs and requirements to support the business goals of a product.

Responsibilities

Responsible for tracking and driving the certification completion/compliance for the field service, manufacturing, and other business groups as determined by the business strategies.

Ensure strategies, processes, and systems in place to build and maintain a high level of proficiency of KLA engineers to support complex semiconductor equipment.

Drive the project and operational deliverables with business partners; Hold timelines and accountabilities; Maintain, supervise, and implement all quality requirements.

Conduct regular review meetings with field staff and headquarters; Specify plan of action and risk mitigation.

Present status updates, field certification gaps, plans and initiatives to executive staff regularly.

Perform data analytics such as pattern analysis, statistical analysis and trend analysis on operations and business data from various sources.

Develop reports or reporting systems to provide insights into certification trends, gaps and risks; Develop dashboards for tracking certification metrics and important metrics; Present strategies and guide business decisions based on data.

Collaborate with subject matter experts, business owners, and partners from cross-functional groups. Conduct or coordinate technical discussions and tie-off with appropriate business owners to devise plans of action.

Perform and guide competency analysis at job, role, task or work level in a variety of workflows like service, manufacturing, applications, install and engineering; Identify certification requirements/framework for a range of technical/managerial/support staff.

Coach and enable training managers to effectively design certifications to meet workforce skill development needs. Uses industry standards for crafting, maintaining and monitoring certifications.

Design and implement certification programs to produce proficient workforce to support products or business needs; Setup certification requirements and courses for certification programs in learning management and certification systems; Perform associated administrative actions and report compliance.

Propose strategic changes in certifications and certification strategies aligned to business needs and visions to meet short-term and long-term goals.

Lead the technical infrastructure and systems for certification; Develop business requirements for new improvements in the systems, and work with IT for overall project implementation.

Influence senior management with negotiation, communication and presentation for certification compliance, project deliverables, and strategic changes.

 

Qualifications

  • A bachelor’s degree in engineering, technical or project management.

  • Minimum 8 years of experience leading a business function such as operations, training, services, projects or other equivalent functions.

  • Meaningful experience in installing, repairing, supporting, training or leading semiconductor equipment would be helpful.
  • Strong technical communication and business communication to conduct both technical and non-technical discussions around complex issues.
  • Strong technical or project background in services, manufacturing or engineering is required.
  • Consistent track record of building, maintaining, driving and reporting business dashboards for a key function or operation. Proven experience in driving compliance for project goals and deliverables.
  • Strong presentation skills such as presenting metrics/trends to senior management.
  • Well-hones ability to influence at senior management level partners through communication and relationships.
  • Prior experience of working with diverse partners globally from different business functions such as service, manufacturing, applications, product support, and other engineering groups.
  • Ability to perform complex data analytics and tell a story from data.
  • Strong skills for data analysis, dashboard and visualization tools such as Excel, Power Pivot, PowerBI, HANA, QuickClick or similar. Knowledge of statistical analysis tool will be helpful.
  • Strong project leadership proven through a series of successes in the past. Evidence of leadership to convert CIP works and operational changes into well-defined projects.
  • Deep understanding of the process of skill development and building proficiency of employees in a variety of workflows. Experience in conducting competency analysis at job, role, task or work level is desirable.
  • Highly detail oriented with the ability to focus on the bigger picture. Well-developed high-level critical thinking and flair for thinking beyond short-term gains.
  • Self-starter with a strong sense of initiative. Ability to work independently with no supervision. Knowledge of industry certification standards and processes is a plus.
  • Hands-on experience in Learning Management Systems, Certification management systems or similar systems is desirable.

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