Technical Key Account Manager

Busch Group; Annecy; Hybride; EUR 90 000 - 130 000; Plein temps

Résumé du poste

Busch Group is seeking a seasoned technical service leader to act as the global primary contact for customers, drive escalation processes, and coordinate cross-regional support teams. You will develop global support methods and lead continuous improvement in equipment performance and service efficiency.

The role requires extensive semiconductor industry experience, strong analytical skills, and a customer-focused mindset, with the ability to manage multiple priorities across a multinational

Qualifications

• Degree in Engineering, Electronics, Mechanical Engineering, Physics, Semiconductor Technology, or related technical discipline.
• Experience in the semiconductor industry, preferably within semiconductor manufacturing equipment, process technology, customer support, field service, or product engineering.
• Strong background 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.

Responsabilités

• 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 and help 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 and 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 knowledge sharing.
• Lead continuous improvement initiatives to enhance equipment performance, service efficiency, and operations excellence.
• Contribute to development of new support processes, methodologies, and service offerings.

Connaissances

Semiconductor equipment

Technical support

Analytical skills

Customer focus

Cross-functional leadership

Escalation management

Multicultural teamwork

Prioritization

Formation

Engineering/Physics degree

Description du poste

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.

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.
• 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.