Manager, Technical Customer Support

Essential Job Duties and Responsibilities

• Manage the technical services operations, providing guidance and support to team members in delivering excellent customer service.
• Maintain good communication with regional commercial and application / technical leaders, to ensure priorities for support are being met by the applications and technical teams.
• Collaborate with cross-functional teams to identify and resolve technical issues effectively.
• Work directly with headquarter-based product group and engineering team in the areas of product development and pre-and post-sales phases to ensure field resources will be available for support.
• Make the decisions on which solutions to implement when complicated technical problems arises. Being transparent with the team about challenges, failures, and successes.
• Meets with relevant stakeholders regularly to give progress report including project status, customer needs and challenges, technical support requirement and resources.
• Conducts regular meetings with regional teams, whether as a whole or through one-on-one discussions.
• Monitor service delivery metrics and contribute to the development of strategies for enhancing service performance.
• Participate in the training and onboarding of new team members, ensuring they are equipped with the necessary skills and knowledge.
• Act as an escalation point for complex technical issues, leveraging your expertise to facilitate resolution.
• Engage with customers to gather feedback on service quality and identify areas for improvement.
• Active engagement with distributors on monitoring post-sales support, evaluations, buyoff, training etc. Hold periodic service meetings and monitor service metrics.

Education and Experience Requirements

• Bachelor or master’s degree in Electronics/ Electrical/ Mechatronics/ Instrumentation Engineering or related field preferred.
• 10+ years of relative experience and demonstrated knowledge of discipline technical principles and practices
• Previous experience with SMT, Semiconductor, electronics industry, capital equipment or a closely related field is a plus
• Good planning/execution and customer/people management skills required.
• Excellent verbal and written communication skills, with the ability to convey technical information to non-technical stakeholders.
• Strong understanding of technical concepts and troubleshooting methodologies.
• Self-motivated with ability to work unsupervised, to set and follow priorities

Technical Skills and Relevant Technologies

• Proficiency in troubleshooting software and hardware issues.
• Experience with ticketing systems and customer relationship management (CRM) tools.
• Good understanding in techno commercial matters.

Soft Skills and Cultural Fit

• Strong interpersonal skills with a collaborative mindset.
• Ability to thrive in a fast-paced and dynamic environment.
• Proactive problem-solving skills and a customer-centric approach.
• Passion for technology and a commitment to continuous learning.