OverviewThe Global Product Support Manager will lead and manage the Technical Product Support (TPS) group for Veeco's IBD300 product line in San Jose, California and Plainview, NY. This position plays a pivotal role in ensuring the smooth operation of the Technical Product Support team with a focus on efficient problem solving and customer satisfaction. The manager is responsible for managing and mentoring the Technical Product Support engineers, as well as, monitoring the quality of the technical support provided. This position will work closely with a cross functional team, which includes Engineering, Field Service, Marketing, Customer Operations, Manufacturing (Operations), and Technical Sales.
Responsibilities- Provide leadership and supervision to engineers in the Technical Product Support group for Veeco's IBD300 product line.
- Work directly with customers to integrate new Veeco hardware and software into their process, as well as support their use cases for IBD300 applications.
- Apply a hands-on approach to support technical issues in the field when required or apply direct supervision/training to support Veeco Field Service employees and onsite personnel. Onsite support may include electrical/electronics, software, hardware, installations, facilities, or process/applications related issues.
- Support unresolved customer and technical issues from the field, work to achieve resolution, and support the customer through the resolution process.
- Participate in late stages of major software and hardware upgrades, as well as support the rollout to the customer.
- Act as liaison between Field Service, Operations and Engineering where necessary to improve equipment design and factory quality.
- Lead cross-functional teams between the factory and Field Service to resolve complicated equipment and customer issues.
- Improve customer service quality results by studying, evaluating, and adjusting process as necessary. This includes establishing and communicating service metrics, monitoring and analyzing results, and implementing continuous improvement changes.
- Ensure that Veeco delivers the highest level of customer service.
QualificationsBachelor's degree in a technical discipline and a minimum of 8 years of experience in technical support or engineering, including demonstrated experience managing, supervising, or leading technical teams. MS or PhD preferred. An equivalent combination of experience and education may be considered.
Experience with vaccum tools.
Knowledge, Skills, and Abilities- Strong understanding of equipment and process control in the Semiconductor Industry, including ultra-high vacuum chambers & systems.
- Demonstrated proficiency with customer support, issue tracking and management.
- Strong understanding of software concepts (i.e., debugging, log analysis, etc. in Windows environment.
- Experience with equipment controls, including Windows-based applications and PLCs.
- Experience servicing and supporting complex electro-mechanical manufacturing equipment.
- Understanding of semiconductor deposition process equipment and clean room best practices. Including ultra-high vacuum process chambers, transfer modules and wafer handling & automation.
- Demonstrated experience with large volume data analysis for technical applications.
- Must be able to communicate effectively in English and across cultural and language boundaries.
- Travel may be required (up to 30-50%) - domestically and internationally
Salary and BenefitsThe expected salary range for this position is $131,000.00 - $165,668.00, plus a bonus opportunity. We will consider your location, experience, and other job-related factors when determining your pay.
Other benefits include:
- Medical, Dental, and Vision
- 401(k) with Company Match
- Holiday, Vacation, and Sick Time
- Flexible Spending Accounts (FSA)
- Commuter Benefits
- Life and Accident Insurance
- Disability Insurance
- Tuition Reimbursement
- Employee Assistance Program (EAP)
- Identity Theft Remediation
- Emergency Travel Assistance
