Technical Support Manager | Service & Support | Semiconductor | North

As one of the world’s leading analytical instrumentation companies, we cover a broad spectrum of advanced solutions in all fields of research and development. All our systems and instruments are designed to improve safety of products, accelerate time-to-market and support industries in successfully enhancing quality of life. We’ve been driving innovation in analytical instrumentation for 50 years now. Today, worldwide more than 6,000 employees are working on this permanent challenge, at over 70 locations on all continents.

Responsibilities:

? As a senior member of the service team, you will be responsible for delivering world class technical support to meet customer and business requirements and share responsibility and accountability for the success of the company, while meeting technical and financial performance targets.

? Lead the factory technical support team and empower them to support global field teams

? Lead Certification training program and help technical development and proficiency of internal and channel partner technical teams globally

? Develop and manage knowledge database and skills matrix

? Manage global factory escalations and regional customer care centres, and assure consistency of performance standard in all regions

? Take ownership to implement business processes to improve efficiency of the team and to have clear customer records.

? Actively participate in PLC programs and make new product introductions (NPI) a success ? Work with operations and logistics to define global service spares footprint and see that we meet customer expectations

? Ensure that we have the KPI's in place, monitor KPI's as needed and publish monthly & quarterly reports

Requirements:

? Hands on semi-instrumentation experience is beneficial

? Able to travel both domestically and internationally occasionally?

?Minimum Bachelor’s degree or Master of Science/PhD preferred, in Engineering, Physics, or other scientific degree or any degree with experience with scientific equipment from previous jobs.

?Leadership experience

Email : [email protected]