4 months ago
Responsible for the processes, management and development of the customer technical support function for all existing / released products in the Semiconductor product range of Edwards Vacuum. This function will champion the processes, systems and governance that directly supports products from the semiconductor business units (equipment and service) contributing to revenues.
Functional responsibility for the regional technical support teams of circa 50 professional engineering/technical globally distributed staff which support all the major Semi-Conductor manufacturers. This team supports over 50 customer sites with an asset install base in excess of 100,000.
This is a global role covering all Semi-Conductor customer regions; USA, EMEA, Japan, China, South Korea, Taiwan & SEA.
The Senior Manager, Global Technical Support will be part of the central Senior Field Operations management team with reporting line directly to the Vice President of Field Operations and Safety.
The role interacts with the Service teams, Manufacturing, Marketing, Product and Quality management.
The job holder will make high level strategic, operational and functional decisions affecting the global technical support program and associated processes that can have a major impact on customer satisfaction and business opportunity.
The role crosses a number of organisational boundaries with activities in multiple sites and operating in all territories with significant customer interaction.
Product safety incident investigation and major reliability improvement projects require customer interactions skills which demonstrate technical credibility and appreciation of commercial imperatives.
Responsible for the process, management and development of the customer technical support function
Establish and embed customer technical support performance goals across the organisation ensuring they are aligned with customer requirements to ensure satisfaction
Provide management and leadership to the customer technical support function in respect of achieving the performance goals and performance improvements
Establish and roll out standardised best in class problem resolution systems, process and techniques
Responsible for the assessment, development and delivery of a technical case management system to improve work flows and enable data capture to drive improvement through statistical analysis
Functional management of the regional technical support service teams to ensure customer satisfaction and support in the promotion of growth opportunities via the implementation of a unified after sales and service strategy
Work closely with all areas of the business namely Product companies. Service technology centres, engineering, software and R&D to ensure Rapid effective problem resolution is achieved and issues are feedback effectively into the product NPI processes
Work closely with the Training and Development team to enable highly competent regional technical support teams
Generation of performance reports as detailed by the senior operations management
Ensure compliance with the company Health and Safety Policy
To continually improve the technical support team and the suite of technical support tools and methodologies that they employ to enhance the level of support
Degree in Engineering/Physics
Proven success and track record in a similar Customer focused, technical support role with experience of working within a fast-moving environment having established and/or run a successful global technical support operations with data driven results
Experienced in the management processes required for the practical application of a robust, cost effective and timely technical support provision
Functional management of a global technical support team
Experience of the Semiconductor Industry would be beneficial
Knowledge areas/Skills (minimum level of knowledge to fullfil the role's responsibilities)
Excellent Customer communication skills with the ability to train global teams in best practices
Good understanding of diagnostic techniques for both electrical, mechanical and software
Knowledge of best practice technical problem solving skills
Six Sigma Black Belt
Shainin Red X Journeyman would be highly desirable
Operational Analysis metric based performance improvement skills
Management skills necessary to build a team of highly competent and motivated engineering staff capable of achieving targets
Communication skills with the ability to demonstare virtual distance leadership
Able to influence internally and externally as a technical authority in the fields supported by the group and represent the customers view point to the factory operations
Regular travel to customers and regional support sites worldwide
English mandatory Korean/Chinese/Japanese beneficial