Global Semiconductor Technical Support Manager

Job Type:
Permanent
Job Sector:
Electronics
Region:
South East, East Anglia
Location:
Essex
Salary:
£50,000 to £70,000 per annum
Posted:
13/11/2018
Recruiter:
RHL
Job Ref:
239395T

Job Description For Vacancy No: 239395T

Consultant: Tim Bees

Company Profile: Client is a market leader in its chosen market of Semiconductor and PCBA Test and Inspection Equipment.

Job Location: Essex or Buckinghamshire

Job Position: Global Semiconductor Technical Support Manager

Reporting To: Business Manager Semiconductor products

Job Status: Permanent

Job Summary:

* Responsible for the management and development of our client’s customer service and support function and its integration into, and support for, Automated X-Ray. XM8000, Quadra W8 and Integra.
* Provide management and leadership to the customer service and support function in respect of achieving the performance goals and performance improvements.
* Application support and management of customer wafers, testing as required, or pull in the required support internal or external as required.
* Technical preparation of technical documents and specification.
* Support of the commercial team.
* Management the Global Service Engineers for all automated semiconductor products (currently around 8 engineers).
* Establish and maintain a 24/7 support network for automated products.
* Ensure that the customer service and support goals provision are timely, cost effective and meets with customer expectations.

Qualifications / Skills & Experience:

Essential:

* Degree in Physics or Engineering discipline.
* Good understanding of diagnostic techniques for both electrical, mechanical and software.
* Application support.
* Understanding of the management processes required for the practical application of a robust, cost effective and timely service and support provision.
* Experience in preparation of technical tenders and specifications.
* Customer focused, technical orientated engineer with experience of working within a fast-moving technical support environment.
* Remote management of a global service team.
* Highly motivated individual that can lead by example as well as being a key member of the team.
* Can do attitude, with customer focus as their primary objective.
* Operational Analysis – metric based performance improvement experience.
* Ability to organise and prioritise workloads.
* Excellent communicator with the ability to communicate at all levels and between departments, including worldwide distributors.
* Good interpersonal skills.
* Proactive and the ability to make decisions and find solutions.
* Team builder and team player.
* Commitment.
* Good financial understanding.
* Ability to work under pressure and to tight deadlines.

Desirable:

* Degree qualified of equivalent in a Mechanical/Electrical Engineering discipline.
* Experience of semiconductor industry.
* Experience of managing/supporting a customer service function with an overseas install base – particularly SE Asia, Japan, Korea and USA.
* Proven success in a similar role.
* Lean experience.
* Additional language.

Job Duties & Responsibilities

* Ensure that all up to date relevant legislation is compiled and that a current body of knowledge for best practice is maintained and applied as appropriate.
* Manage the regional service teams (automated product) to ensure seamless customer satisfaction and help in the promotion of growth opportunities via the implementation of a unified after sales and service strategy.
* Hands on service support as and if required.
* Prepare technical tenders and present as required in support of the Business Manager.
* Assist in the technical specification of the products.
* Application and software support for customers and internally.
* Management of customers wafers and products and providing technical reports.
* Support the commercial team and present to customers as required
* Work closely with production, engineering, software and R&D to ensure known service issues feedback effectively.
* Monitor and review direct service staff and establish suitable KPI’s and drive through to success.
* Management of spares inventory and control off, for your product.
* Management and providing training courses as required.
* Support establishment of “Technical Centre of Excellence” for our client’s products.
* Ensure that adequate business tools are utilised to maximise and optimise resource usage.
* Utilisation of Salesforce for all service activity.
* Ensure objectives and goals are clearly understood and effectively communicated.
* Control of personnel issues for responsible staff.
* Ensure regular liaison and co-working with interfacing departments to resolve any issues that may affect the performance of the operations.
* Generation of summary reports as detailed by the senior operations management.

Salary: Please contact Tim Bees on 01621 841234 or tim@rhl.co.uk

Contact Details:
RHL
Tel: 01621841234
Fax: 01233 645702
Contact: Tim Bees
Email:

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