Service Supply Chain Planner - SLA & Customer Success

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 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.

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 KLA Services 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 Description/Preferred Qualifications

This role will be based in Celtic Lakes. Our new 237,000-square-foot Newport facility provides additional production and customer collaboration spaces, including 25,000 square feet of R&D clean rooms, 35,000 square feet of state-of-the-art manufacturing space and tool demo areas, all designed to support development of semiconductor process technologies across advanced packaging, power devices, microelectromechanical systems (MEMS), radio frequency (RF) and photonics sector technology!

We are looking for a Planner to join our Service Supply Chain organization and lead the Service Level Agreement (SLA) Customer Success platform.

This role is responsible for driving visibility, accountability, and continuous improvement of service performance by analyzing SLA adherence, defining KPIs, and leading structured execution plans—especially for billable divisions!

The Planner will work closely with corporate and cross‑functional partners to align processes, build external performance reporting tools, and track service orders that did not meet committed SLAs, translating insights into measurable actions and improvements.

Your day to day responsibilities will include:

• 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

KLA is proud to be an equal opportunity employer. For this role we are looking for someone who has:

• 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

What we will offer you?

KLA’s benefits package includes:

Annual leave starting at 25 days (plus bank holidays), contributory pension scheme, cash health plan, cycle to work scheme, global bonus plan, share scheme, rewards scheme, life assurance, generous shift allowance and overtime premiums.

Minimum Qualifications

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

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