Service Supply Chain Planner - SLA & Customer Success

Company Overview

The SPTS division of KLA 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 MEMS, advanced packaging, LED, high speed RF device ICs 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.

Group/Division

The KLA Services 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 organization partners with our field teams and customers to maintain high performance and productivity of our products.

Job Description

This role will be based in Celtic Lakes in the new 237,000 square foot Newport facility, which includes R&D clean rooms, manufacturing space and demo areas. It is a Planner role in the Service Supply Chain organization to lead the Service Level Agreement (SLA) Customer Success platform.

Responsibilities

• Take ownership and lead the SLA Customer Success platform, supporting efficient service supply chain operations.
• Track and analyze service orders not supported within expected SLA, identifying root causes.
• Ensure consistent SLA definitions, governance and performance reporting across organizations.
• Partner closely with global cross functional teams to align processes and execution flows.
• Define and maintain KPIs for SLA adherence, customer success and billable performance.
• Design and manage external and management reporting tools and dashboards.
• Translate performance gaps into clear execution and improvement plans for billable divisions.
• Provide data driven insights, recommendations and continuous improvement leadership.

Qualifications

• Bachelor's degree in Industrial Engineering, Supply Chain, Business, Economics or a related field.
• Shown experience in business analysis, supply chain analytics, service operations or performance management.
• Strong analytical and problem solving skills with the ability to translate data into actions.
• High proficiency in Excel and experience working with BI tools (Power BI or similar).
• Strong communication skills in English, written and verbal.
• Shown ability to operate in a global, cross functional environment.
• Comfortable presenting insights and recommendations to management and collaborators.

Preferred Qualifications

• Experience with SLA management, customer success platforms or service performance frameworks.
• Background in service supply chain, spare parts, field service operations.
• Experience working with billable service models.

Benefits

• Annual leave starting at 25 days (plus bank holidays).
• Contributory pension scheme.
• Cash health plan.
• Cycle to work scheme.
• Global bonus plan, share scheme and rewards scheme.
• Life assurance.
• Generous shift allowance and overtime premiums.

Equal Opportunity Statement

KLA is proud to be an equal opportunity employer. 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.