KLA Careers

Mgr, Field Support 2

Company Overview

SPTS Technologies, a KLA company, designs, manufactures and markets wafer processing solutions for the global semiconductor and related industries. SPTS provides industry leading etch and deposition process technologies on a range of single wafer handling platforms. End-market applications include micro-electromechanical systems (MEMS), advanced packaging, LED, high speed RF device IC’s and power semiconductors. SPTS is part of KLA Corporation which develops industry-leading equipment and services that enable innovation throughout the electronics industry. We provide advanced process control and process-enabling solutions for manufacturing wafers and reticles, integrated circuits, packaging, printed circuit boards and flat panel displays. In close collaboration with leading customers across the globe, our expert teams of physicists, engineers, data scientists and problem-solvers design solutions that move the world forward.

Group/Division

SPTS wafer processing solutions include market-leading silicon etch, dielectric etch, dry-release etch, PVD, PECVD and molecular vapor deposition (MVD®), available with a range of wafer-handling options applicable to R&D, pilot production, or volume production environments. SPTS is headquartered and has its main manufacturing facility in Newport, UK, with additional manufacturing in Allentown, Pennsylvania. SPTS operates across 19 countries in Europe, North America and Asia-Pacific, and offers comprehensive service and spare parts support through a worldwide network of service centers and qualified local agents.

Responsibilities

  

Customer Service

  • Establish strong working relationships with customer
  • Promote and role model safety in the workplace
  • Be proactive with customer management to identify potential areas of improvement and drive resolution  (tool or customer service related)
  • Coordinate factory support as required (BU, Product Support, Logistics, Sales, etc)
  • Verify customer follows established procedures for requesting support (technical or service)
  • Attend customer meetings as required
  • Manage site escalations per procedure
  • Manage safety issues per procedure
  • Travel to assigned sites a minimum of once monthly

Business

  • Growth Spares & Service revenue
  • Forecast yearly business forecast correctly
  • Review and monitoring the business monthly
  • Work closely with customer and promote our CIP and product enhance to customer
  • Comprehensive service contract (Spares and Service) as total solution to customer
  • Increase Spares & Service margin
  • Setup yearly margin forecast based on our business strategy
  • Come out good price strategy to get business and keep as well as good margin
  • Driving cost reduction from internal (China operational costs) and external (BU, Suppliers, etc.,)

Finances

  • Plan budget and manage expenses to enable a sustainable, profitable service business
  • BI report
  • Forecast variance report
  • Expense variance report
  • Regional CS P&L Statement – BVA report
  • Penetrate service business into different customer sites by providing high quality and a variety of service products to meet customer requirements
  • Performance enhancements
  • Service programs
  • Spares programs

Administrative/General

  • Understand all customer related agreements, equipment specifications, and Service Level Agreements
  • Establish strong working relationships with the BU’s, Product Support, Regional Product Support, and Sales
  • Know the management structure and names of key personnel at your site
  • Plan and hire resources as required
  • Conduct weekly “staff” meeting with Site Supervisors/Coordinators
  • Ensure all employees receive proper training (FSE’s, Site Supervisors, etc.)
  • Develop a strong “working” knowledge of equipment base
  • Manage overall equipment installation effort
  • Installation Report/NCs processing
  • Verify install duration and hours worked are documented in K-net
  • Conduct Install Survey when required
  • Manage installation expenses within the budget
  • Establish and forecast budgets (perform with financial responsibility)
  • Monitor onsite activity and report customer activity to management
  • Wafer starts
  • Line yields
  • Engineering activity
  • Customer Satisfaction
  • Complete scheduled and routine tasks on time
  • Write and present employee performance reviews
  • Conduct employee one on one’s quarterly
  • Communicate information about SPTS to FSE’s (Business status, new products etc.)
  • Track equipment performance
  • Verify subordinates are completing administrative tasks accurately and on time
  • Review FSE Backpack
  • Review FSE utilization
  • Review warranty and contract performance
  • Review escalation performance
  • Conduct monthly, quarterly, and annual performance reviews and appraisals.  Ensure direct reports have clear goals that support account goals and objectives and document individual development plans
  • Manage account PTO and Holiday time
  • Identify and mentor your successor
  • Ensure ISO compliance at your site
  • Monitor FSE training status (Level 1/2/3 certification).  Ensure opportunities for training
  • Promote teamwork within your site and the region
  • Maintain an open line of communication with direct supervisor
  • Complete all requests from management on time
  • Maintain a professional office environment
  • Manage special projects and tasks as requested by Management

Inventory Management

  • Develop a thorough knowledge of N-net and logistical procedures
  • Understand the customer’s inventory system and resolve any issues
  • Work to drive field inventory value (per tool) down
  • Work with Logistics Coordinator and customer to resolve inventory issues
  • Monitor local accounts and verify parts are confirmed accurately and timely
  • Monitor fab and upgrade holding accounts
  • Understand and comply with Return Parts procedure (RMA Process)

Qualifications

At least 12-15 years in Semiconductor field related of experiences, and BS or MS degree is great. At least 5-8 years in CS management experiences or related fields. 

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