At a Glance
- Tasks: Lead the SLA Customer Success platform and drive service performance improvements.
- Company: Join KLA, a leader in semiconductor solutions with a collaborative culture.
- Benefits: Enjoy 25 days annual leave, pension scheme, health plan, and global bonus.
- Other info: Dynamic work environment with opportunities for career growth and global collaboration.
- Why this job: Make a real impact in the tech industry while developing your skills.
- Qualifications: Degree in Industrial Engineering or related field; strong analytical skills required.
The predicted salary is between 45000 - 55000 £ per year.
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 micro‑electromechanical systems (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. 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.
Job Description
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, micro‑electromechanical 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.
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 or 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.
- Rewards scheme.
- Life assurance.
- Generous shift allowance and overtime premiums.
KLA is proud to be an equal opportunity employer.
Locations
Service Supply Chain Planner - SLA & Customer Success in Newport, Wales employer: KLA
At KLA's SPTS division, we pride ourselves on fostering a dynamic work environment that champions innovation and collaboration. Our state-of-the-art Newport facility not only offers cutting-edge resources for professional growth but also promotes a culture of continuous improvement and accountability. With generous benefits including 25 days of annual leave, a contributory pension scheme, and opportunities for global collaboration, we are committed to supporting our employees' success and well-being in the semiconductor industry.
StudySmarter Expert Advice🤫
We think this is how you could land Service Supply Chain Planner - SLA & Customer Success in Newport, Wales
✨Tip Number 1
Network like a pro! Reach out to people in the semiconductor industry, especially those working at KLA or similar companies. Use LinkedIn to connect and engage with them; you never know who might have the inside scoop on job openings.
✨Tip Number 2
Prepare for interviews by brushing up on your knowledge of SLAs and customer success metrics. Be ready to discuss how you've tackled performance issues in the past and how you can bring that experience to the Service Supply Chain Planner role.
✨Tip Number 3
Showcase your analytical skills! Bring examples of how you've used data to drive improvements in service operations. This will demonstrate your ability to translate insights into actionable plans, which is key for this role.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're genuinely interested in joining our team at KLA.
We think you need these skills to ace Service Supply Chain Planner - SLA & Customer Success in Newport, Wales
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Service Supply Chain Planner role. Highlight relevant experience in supply chain analytics and service operations, and don’t forget to showcase your analytical skills and proficiency in Excel!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re passionate about the role and how your background aligns with our mission at KLA. Be specific about your experience with SLA management and customer success.
Showcase Your Problem-Solving Skills:In your application, give examples of how you've tackled challenges in previous roles. We love candidates who can translate data into actionable insights, so share any relevant experiences that demonstrate your analytical prowess!
Apply Through Our Website:We encourage you to apply directly through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to keep track of your application status. We can’t wait to see what you bring to the table!
How to prepare for a job interview at KLA
✨Know Your SLAs Inside Out
Make sure you understand the Service Level Agreements (SLAs) relevant to the role. Be prepared to discuss how you've managed or improved SLAs in previous positions, and think about specific examples where your actions led to measurable improvements.
✨Showcase Your Analytical Skills
Since this role requires strong analytical abilities, come ready to discuss your experience with data analysis. Bring examples of how you've used tools like Excel or Power BI to drive decisions or improve service performance. If possible, prepare a mini-case study to demonstrate your problem-solving process.
✨Communicate Clearly and Confidently
Strong communication skills are key for this position. Practice articulating your thoughts clearly, especially when discussing complex topics like supply chain operations or performance metrics. Consider doing mock interviews with friends to refine your delivery.
✨Align with Company Values
Research KLA and its SPTS division to understand their mission and values. Be ready to explain how your personal values align with theirs, particularly in terms of innovation and collaboration. This will show that you're not just a fit for the role, but also for the company culture.
