Technical Customer Support Manager

Infinitesima Limited; Abingdon; On-site; GBP 60,000 - 70,000; Full time

Job summary

A leading company in semiconductor metrology solutions is seeking a Technical Customer Support Manager. This role involves leading a team, providing technical support, and ensuring product quality. Ideal candidates will have a strong background in engineering and customer service, with a focus on complex engineered products. The position requires travel and offers competitive benefits including a generous salary and share scheme.

Benefits

25 days annual leave

Death in service benefits

Private health care

Personal pension contributions

Generous EMI Share scheme

Qualifications

• Minimum 5 years relevant experience in field service and technical support.
• Experience with mechanical, electronic, and optical systems.

Responsibilities

• Manage, coach, and develop the Customer Support engineer team.
• Provide technical support and guidance to the team in the field.
• Manage resolution of faults on products at customer sites.

Skills

Leadership

Technical Support

Coaching

Education

Bachelor’s Degree in physical sciences or engineering

Tools

CRM systems

Quality management systems

Job description

Infinitesima was spun out of the University of Bristol in 2001 and has been developing innovative metrology solutions which improve speed and precision in the manufacture of semiconductors. The company’s technology combines the 3-dimensional surface detection capability of atomic force microscopy (AFM), with high-speed laser activation and the accuracy of interferometry. The Rapid Probe Microscope (RPM) is protected by an extensive patent portfolio. The company’s RPM technology is being used by leading semiconductor equipment companies globally. Semiconductor devices provide the foundations on which progress in the technology sector are enabled. From Smartphones to Artificial Intelligence, 5G communications to autonomous vehicles, all are made possible through advances in semiconductor processes. Scaling these processes requires sub-nanometer measurement of increasingly complex 3D structures to enable more powerful devices.

Based in Abingdon, UK, we are a high calibre team of 90 people and continue to grow. We are backed by global financial and industry investors including Applied Ventures, the strategic venture arm of the industry leading equipment company.

The Role:

Based at Abingdon and reporting to the Worldwide Customer Support Director, the Technical Customer Support Manager will provide leadership, management and planning for after-sales customer support and internal technical support to ensure that products are maintained to meet internal and external customer performance and quality requirements. This role will suit someone who has led teams of service engineers working in the field to deliver excellent service to customers, ideally with a complex engineered product.

Responsibilities:

• Manage, coach and develop the Customer Support engineer team (currently 6 people)
• Provide technical support and guidance to the team in the field
• Manage the resolution of faults on Infinitesima products at customer sites and in-house
• Manage and plan the installation, & maintenance of products at customer sites and in-house
• Monitor the performance and up-time of all company products
• Work with Engineering and Production to determine the root cause of faults and implement reliability improvements.
• Travel to customer sites across Europe, USA and Asia (travel may reach 20% and be at short as well as planned notice)
  
  

Requirements:

• Bachelor’s Degree in physical sciences, engineering discipline or equivalent experience
• Minimum 5 years relevant experience
• Experience in field service, technical support and CRM systems
• Experience of mechanical, electronic and optical systems
• Quality management system experience
• Experience of working with any or all of: robotics; optical systems including lasers and fibres; electronics; electro-mechanics and vacuum systems
  
  

Benefits:

• £60,000-70,000 (depending on experience)
• 25 days annual leave, death in service and private health care benefits, personal pension contributions of 4% with salary sacrifice and a generous EMI Share scheme