KLA Careers

Technical Support Manager

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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.

Responsibilities

Manage the technical support team for all ADE products, owner for mature product life cycle, and cost of service to support KLA customers to our commitments.   Support growth and efficiency of the ADE service business.  Primary responsibility is to manage technical support engineers and oversee Field Service Engineers and other Specialists who are diagnosing, troubleshooting, and repairing ADE product family of systems.  These systems include lasers, optics, electro/mechanical, computer, software, applications, and networking systems.  Directly supervises engineers that respond to situations where standard procedures have failed to isolate or fix problems in non functioning equipment systems or software. Establishes and maintains lines of communication between field and functional teams.  Follow defined Escalation Process and Technical Support BKMs.  Capture knowledge that is not documented to memorialize new learning.  Work closely with functional teams in a collaborative manner to find and implement solutions to solve customer commitments.   Selects, develops, and evaluates personnel to ensure the efficient operation of the team.

This role may be expanded in future to include service new product development

Scope:  Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals. Provides guidance to subordinates within the latitude of established company policies. Recommends changes to policies and establishes procedures that affect immediate organizations.

Complexity: Works on issues of diverse scope where analysis of situation or data requires evaluation of a variety of factors, including an understanding of current business trends. Follows processes and operational policies in selecting methods and techniques for obtaining solutions. Acts as advisor to subordinates to meet schedules and/or resolve technical problems. Develops and administers schedules, performance requirements; may have budget responsibilities.

Discretion: Erroneous decisions or failure to achieve results will add to costs and may impact the short-term goals of the organization.

Interaction: Frequently interacts with subordinate supervisors, customers, and/or functional peer group managers, normally involving matters between functional areas, other company divisions or units, or customers and the company. Often must lead a cooperative effort among members of a project team.

Supervision: Manages, perhaps through subordinate supervisors, the coordination of the activities of a section or department with responsibility for results, including costs, methods and staffing. In some instances this manager may be responsible for a functional area and not have any subordinate employees.

Qualifications

Preferred qualifications:

Bachelor's Level Degree with at least 5 years of management experience, or Master's Level Degree with at least 4 years of management experience

Knowledge of and experience of wafer inspection system theory of operation and service

8+ years knowledge and experience on the operations and services for KLA and/or similar products.

Strong communication, presentation, technical, analytical and data analysis skills.

Able to travel up to 15%.

Minimum Qualifications

Bachelor's Level Degree or equivalent with at least 2 years of management experience, or Master's Level Degree with at least management 4 years of experience. 

5+ years knowledge and experience on the operations and services for KLA and/or similar products.

Strong communication, presentation, technical, analytical and data analysis skills.

Able to travel up to 15%.

Equal Employment Opportunity

KLA is an Equal Opportunity Employer. Applicants will be considered for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other characteristics protected by applicable law.