Global Product Support Engineering Manager

What you'll do

• Define and execute global product support strategies aligned with business goals and product roadmaps.
• Lead support activities across the full product lifecycle from installation and ramp to end-of-life management.
• Own and drive resolution of complex, cross-functional technical issues impacting product performance, yield, or reliability.
• Lead root cause analysis and corrective action (RCCA) processes across global teams.
• Act as the global escalation point for customer issues to ensure rapid response and clear communication.
• Monitor customer feedback and field performance data to identify systemic issues and improvement opportunities.
• Lead and develop a global team of product support engineers by establishing clear roles and performance expectations.
• Ensure readiness for new product introductions by coordinating service capability, documentation, and training.

What we're looking for

• A bachelor's degree or equivalent is required.
• Minimum of 4-6 years of supervisory experience is required.
• 3+ years of experience in semiconductor equipment support including robotics and wafer handling systems is required.
• 4+ years in a people management capacity is required.
• Strong troubleshooting and problem-solving skills including 8D, FMEA, and 5 Whys are required.
• Excellent written and verbal communication skills and fluency in English are required.
• Ability to work in a matrix environment and establish relationships in a multicultural environment is required.
• Willingness to travel both domestically and internationally up to 25% is required.