Manager, Technical Customer Support

Job Description

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.