Manager Engineering Services ( Tech Support | NPI | MTBA | COS) (# 110447)

<div dir="ltr" style="text-align: left;" trbidi="on"><div class="WordSection1"><div class="MsoNormal" style="text-autospace: none;"><b><span style="color: black; font-family: "Arial","sans-serif"; font-size: 10.0pt;">Job Title:</span></b><span style="color: black; font-family: "Arial","sans-serif"; font-size: 10.0pt;"> Manager Engineering Services<o:p></o:p></span></div><div class="MsoNormal" style="text-autospace: none;"><b><span style="color: black; font-family: "Arial","sans-serif"; font-size: 10.0pt;">Location:</span></b><span style="color: black; font-family: "Arial","sans-serif"; font-size: 10.0pt;"> Milpitas, CA<o:p></o:p></span></div><div class="MsoNormal" style="text-autospace: none;"><b><span style="color: black; font-family: "Arial","sans-serif"; font-size: 10.0pt;">Duration:</span></b><span style="color: black; font-family: "Arial","sans-serif"; font-size: 10.0pt;"> Full time<o:p></o:p></span></div><div class="MsoNormal" style="text-autospace: none;"><br /></div><div class="MsoNormal" style="text-autospace: none;"><b><span style="color: black; font-family: "Arial","sans-serif"; font-size: 10.0pt;">Job Description:<o:p></o:p></span></b></div><div class="MsoNormal" style="text-autospace: none;"><b><span style="color: black; font-family: "Arial","sans-serif"; font-size: 10.0pt;">Business Unit:<o:p></o:p></span></b></div><div class="MsoNormal" style="text-autospace: none;"><span style="color: black; font-family: "Arial","sans-serif"; font-size: 10.0pt;">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. <o:p></o:p></span></div><div class="MsoNormal" style="text-autospace: none;"><br /></div><div class="MsoNormal" style="text-autospace: none;"><b><span style="color: black; font-family: "Arial","sans-serif"; font-size: 10.0pt;">Responsibilities:<o:p></o:p></span></b></div><div class="MsoNormal" style="text-autospace: none;"><span style="color: black; font-family: "Arial","sans-serif"; font-size: 10.0pt;">Product Services Manager will be responsible for the Tech Support, Sustaining and NPI activities of the SWIFT Product Support Organization in Israel<o:p></o:p></span></div><ul style="text-align: left;"><li><span style="color: black; font-family: "Arial","sans-serif"; font-size: 10.0pt;">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)<o:p></o:p></span></li><li><span style="color: black; font-family: "Arial","sans-serif"; font-size: 10.0pt;">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)<o:p></o:p></span></li><li><span style="color: black; font-family: "Arial","sans-serif"; font-size: 10.0pt;">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.<o:p></o:p></span></li><li><span style="color: black; font-family: "Arial","sans-serif"; font-size: 10.0pt;">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)<o:p></o:p></span></li><li><span style="color: black; font-family: "Arial","sans-serif"; font-size: 10.0pt;">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.<o:p></o:p></span></li><li><span style="color: black; font-family: "Arial","sans-serif"; font-size: 10.0pt;">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.<o:p></o:p></span></li><li><span style="color: black; font-family: "Arial","sans-serif"; font-size: 10.0pt;">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<o:p></o:p></span></li><li><span style="color: black; font-family: "Arial","sans-serif"; font-size: 10.0pt;">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.<o:p></o:p></span></li><li><span style="color: black; font-family: "Arial","sans-serif"; font-size: 10.0pt;">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<o:p></o:p></span></li></ul><div class="MsoNormal" style="text-autospace: none;"><span style="color: black; font-family: "Arial","sans-serif"; font-size: 10.0pt;"><o:p></o:p></span><b><span style="color: black; font-family: "Arial","sans-serif"; font-size: 10.0pt;">Preferred Qualifications:<o:p></o:p></span></b></div><ol style="text-align: left;"><li><span style="color: black; font-family: "Arial","sans-serif"; font-size: 10.0pt;">BS Degree in engineering or science discipline and at least 10 years of experience in leadership roles in the semiconductor fields (equipment or manufacturing).<o:p></o:p></span></li><li><span style="color: black; font-family: "Arial","sans-serif"; font-size: 10.0pt;">at least 15 yrs experience in lieu of BS degree.<o:p></o:p></span></li><li><span style="color: black; font-family: "Arial","sans-serif"; font-size: 10.0pt;">Knowledge of semi-conductor processing and metrology strategies to control MFG processes.<o:p></o:p></span></li><li><span style="color: black; font-family: "Arial","sans-serif"; font-size: 10.0pt;">Demonstrated management leadership skills and track record of strong ownership and execution<o:p></o:p></span></li></ol><div class="MsoNormal" style="text-autospace: none;"><span style="color: black; font-family: "Arial","sans-serif"; font-size: 10.0pt;"><o:p></o:p></span></div><div class="MsoNormal" style="text-autospace: none;"><b><span style="color: black; font-family: "Arial","sans-serif"; font-size: 10.0pt;">Minimum Qualifications:<o:p></o:p></span></b></div><div class="MsoNormal" style="text-autospace: none;"><span style="color: black; font-family: "Arial","sans-serif"; font-size: 10.0pt;">Bachelor's Level Degree with at least 10 years of experience.<o:p></o:p></span></div><div class="MsoNormal" style="text-autospace: none;"><br /></div><div class="MsoNormal" style="text-autospace: none;"><span style="color: black; font-family: "Arial","sans-serif"; font-size: 10.0pt;">Kindly send your resume to <b>raju.balaji@kla-tencor.com</b></span><span style="font-family: "Arial","sans-serif"; font-size: 10.0pt;"><o:p></o:p></span> </div></div></div>

Manager Engineering Services ( Tech Support | NPI | MTBA | COS) (# 110447)

Job Title: Manager Engineering Services Location: Milpitas, CA Duration: Full time Job Description: Business Unit: The Global Service Sup...

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