Technical Support Manager (FaST)

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Company OverviewKLA is a global leader in diversified electronics for the semiconductor manufacturing ecosystem. Virtually every electronic device in the world is produced using our technologies. No laptop, smartphone, wearable device, voice-controlled gadget, flexible screen, VR device or smart car would have made it into your hands without us. KLA invents systems and solutions for the manufacturing of wafers and reticles, integrated circuits, packaging, printed circuit boards and flat panel displays. The innovative ideas and devices that are advancing humanity all begin with inspiration, research and development. KLA focuses more than average on innovation and we invest 15% of sales back into R&D. Our expert teams of physicists, engineers, data scientists and problem-solvers work together with the world’s leading technology providers to accelerate the delivery of tomorrow’s electronic devices. Life here is exciting and our teams thrive on tackling really hard problems. There is never a dull moment with us.Group/DivisionThe 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, Engineering, 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.Job DescriptionCompany OverviewKLA is a global leader in diversified electronics for the semiconductor manufacturing ecosystem. Virtually every electronic device in the world is produced using our technologies. No laptop, smartphone, wearable device, voice-controlled gadget, flexible screen, VR device or smart car would have made it into your hands without us. KLA invents systems and solutions for the manufacturing of wafers and reticles, integrated circuits, packaging, printed circuit boards and flat panel displays. The innovative ideas and devices that are advancing humanity all begin with inspiration, research and development. Our expert teams of physicists, engineers, data scientists and problem-solvers work together with the world’s leading technology providers to accelerate the delivery of tomorrow’s electronic devices. Life at KLA is exciting and our teams thrive on identifying solutions for difficult challenges.Group/DivisionThe 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, Engineering, 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.Position:The Metrology Technical Support Supervisor (TSS) assists in managing the day to day operation of a team of technical support engineers who are responsible for diagnosing, troubleshooting, and repairing one or more of the following: complex electro/mechanical equipment, sophisticated computer systems, software systems/applications, pneumatic, robotic and networking systems. The TSS reports to the first or second level Technical Support Manager and supervises engineers that respond to situations where standard procedures have failed to isolate or fix problems in non‑functioning equipment systems or software. The TSS establishes and maintains lines of communication with design engineering and software development on design, reliability and maintenance issues. The TSS ensures that engineers are current with the latest, training, upgrades and/or new releases and may be involved in customer installation and training programs. The TSS may also select, develop, and evaluate personnel to ensure the efficient operation of the functional teams. This position may require up to 30% global travel.Additional Requirements:

• Understands engineering principles and techniques related to area project activities. Working knowledge of major system components and their interactions. Possesses generalist knowledge of technical areas covered by the department.
• Good working knowledge of testing techniques.
• Document technical work and create best known methods (BKMs) on released products. Driving field adoption of Knowledge Management systems (SP KP)
• Participate on service alert calls with field service engineers to help evaluate and resolve tool issues.
• Assist senior management with data and report preparation.
• Lead small to medium sized projects.
• Provide support during H2H, Eval, beta testing, and gap analysis.
• Contribute to service alert plan (POA) development. Use Product knowledge systems in the development of POAs. Document any improvements need to knowledge data or systems.
• Assist in Field request for planned backfill to address business needs.
• Provides solutions to problems of defined scope. Solves moderate to complex problems. Works in complex area with minimal supervision and support.
• Preferred knowledge of KLA Metrology equipment.
  

Skills:Troubleshooting Methodologies (7-Step, MBPS, 8D)Project ManagementOperational OversightExecutive PresentationLeadershipCommunicationMinimum QualificationsMaster’s Level Degree and work experience of 2 years, Bachelor’s Level Degree and work experience of 5 yearsWe offer a competitive, family friendly total rewards package. We design our programs to reflect our commitment to an inclusive environment, while ensuring we provide benefits that meet the diverse needs of our employees.KLA is proud to be an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, color, national origin, sex, gender identity, gender expression, sexual orientation, age, marital status, veteran status, disability status or any other status protected by applicable law. We will ensure that qualified individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.We offer a competitive, family friendly total rewards package. We design our programs to reflect our commitment to an inclusive environment, while ensuring we provide benefits that meet the diverse needs of our employees.KLA is proud to be an equal opportunity employer