Technical Key Account Manager

Busch Vacuum Solutions; Annecy; On-site; EUR 90,000 - 140,000; Full time

Job summary

Busch Vacuum Solutions recherche un responsable technique mondial chargé d’être le point de contact principal pour les clients, de diriger l’escalade et de coordonner les activités de support technique à l’échelle globale. Vous contribuerez à standardiser les pratiques et à améliorer les performances des équipements.

Le poste nécessite une solide expérience dans les équipements semiconducteurs et un leadership transversal dans un cadre international.

Qualifications

• Forte expérience dans les équipements et procédés de fabrication de semiconducteurs.
• Expertise en support technique, services opérationnels et résolution de problèmes complexes.
• Fortes capacités d’analyse et de résolution de problèmes.
• Forte orientation client.
• Leadership transversal et collaboration interfonctionnelle.
• Gestion de crises et escalade.
• À l’aise dans des environnements multiculturels et internationaux.
• Gestion de multiples priorités dans une organisation globale.

Responsibilities

• Servir de point de contact technique principal pour le client à l’échelle mondiale.
• Diriger le processus d’escalade opérationnelle pour les problèmes clients critiques.
• Coordonner les activités de support technique à l’échelle mondiale entre sites clients et équipes régionales.
• Analyser et documenter les méthodes (paramètres, enregistrements, etc.) et aider à contrôler (réglages, BKM, …).
• Conduire la résolution des problèmes techniques complexes et assurer des résultats opportuns.
• Conduire l’analyse des causes profondes et la mise en œuvre d’actions correctives et préventives.
• Surveiller et améliorer les KPI de performance et la satisfaction client.
• Aligner les équipes service terrain, support technique, ingénierie et qualité.
• Gérer la communication et le reporting des événements critiques.
• Normaliser les pratiques de support au niveau global et partager les bonnes pratiques.
• Conduire des initiatives d’amélioration continue pour optimiser les performances et l’efficacité.

Skills

Semiconductor equipment

Technical support

Issue resolution

Analytical skills

Customer focus

Cross-functional leadership

Escalation management

Multicultural environments

Prioritization

Education

Degree in Engineering, Electronics, Mechanical Engineering, Physics, Semiconductor Technology, or related technical discipline

Job description

• Serve as the primary technical point of contact for the customer at a global level.
• Lead the operational escalation process for critical customer issues.
• Coordinate global technical support activities across customer sites and regional teams.
• Understand local ways of working (preventive maintenance, troubleshooting, etc.) and help to develop methods to record and control (settings, BKM, …)
• Lead the resolution of complex technical issues, ensuring timely and effective outcomes.
• Drive root cause analysis and implementation of corrective and preventive actions.
• Monitor and improve performance KPIs, including customer satisfaction (systems up time, resolution times/ticketing, quality metrics).
• Ensure alignment between field service, technical support, engineering, product management, quality, and operations teams.
• Manage communication and reporting for critical events.
• Standardize support practices globally and facilitate the sharing of knowledge and best practices across regions.
• Lead continuous improvement initiatives to enhance equipment performance, service efficiency, and operations excellence.
• Contribute to the development of new support processes, methodologies, and service offerings.

Required Competencies

• Strong background in semiconductor manufacturing equipment and processes.
• Expertise in technical support, service operations, and complex issue resolution.
• Strong analytical and problem-solving capabilities.
• Highly customer focused.
• Strong cross-functional leadership and collaboration skills.
• Crisis and escalation management.
• Comfortable operating in multicultural and international environments.
• Ability to manage multiple priorities across a global organization.

De la recherche spatiale à la fabrication de puces microélectroniques, nos solutions de vide et de détection de fuite propulsent l’innovation au cœur des industries et de votre quotidien.

Filiale du Groupe Busch, Pfeiffer Vacuum+Fab Solutions développe des technologies de pointe pour l’industrie des semi-conducteurs, la science analytique et la recherche. Ici, le management collaboratif donne vie aux idées qui construisent le futur.

Avec 8 000 collaborateurs répartis dans 44 pays, nous partageons une ambition commune : façonner l'avenir. Relevez de nouveaux défis, osez l'innovation et contribuez avec nous à l’évolution du monde du vide de demain !

Main Responsabilities

• Serve as the primary technical point of contact for the customer at a global level.
• Lead the operational escalation process for critical customer issues.
• Coordinate global technical support activities across customer sites and regional teams.
• Understand local ways of working (preventive maintenance, troubleshooting, etc.) and help to develop methods to record and control (settings, BKM, …)
• Lead the resolution of complex technical issues, ensuring timely and effective outcomes.
• Drive root cause analysis and implementation of corrective and preventive actions.
• Monitor and improve performance KPIs, including customer satisfaction (systems up time, resolution times/ticketing, quality metrics).
• Ensure alignment between field service, technical support, engineering, product management, quality, and operations teams.
• Manage communication and reporting for critical events.
• Standardize support practices globally and facilitate the sharing of knowledge and best practices across regions.
• Lead continuous improvement initiatives to enhance equipment performance, service efficiency, and operations excellence.
• Contribute to the development of new support processes, methodologies, and service offerings.

Required Competencies

• Strong background in semiconductor manufacturing equipment and processes.
• Expertise in technical support, service operations, and complex issue resolution.

Technical Skills

• Strong background in semiconductor manufacturing equipment and processes.
• Expertise in technical support, service operations, and complex issue resolution.
• Strong analytical and problem-solving capabilities.

Leadership Competencies

• Highly customer focused.
• Strong cross-functional leadership and collaboration skills.
• Crisis and escalation management.
• Comfortable operating in multicultural and international environments.
• Ability to manage multiple priorities across a global organization.

Qualifications & Experience Required

Education

• Degree in Engineering, Electronics, Mechanical Engineering, Physics, Semiconductor Technology, or related technical discipline.

Professional Experience

• Experience in the semiconductor industry, preferably within semiconductor manufacturing equipment, process technology, customer support, field service, or product engineering.

Toutes les candidatures seront prises en compte pour nos offres d'emploi indépendamment de toute considération de race, couleur, religion, genre, orientation sexuelle, identité sexuelle, origine nationale ou statut d’invalidité.