Global Tech Support Manager - Hybrid/Remote

Edwards Vacuum LLC; City of Niagara Falls (NY); Hybrid; USD 108,000 - 120,000; Full time

Benefits offered by this job

Health & wellness benefits

401(k) plan with match

Paid family leave

Paternity/maternity leave

Global training & mentorship

Career progression opportunities

Job summary

Edwards Vacuum LLC is seeking a senior technical support leader to drive the regional tech support team, delivering expert guidance across products and technologies. The role emphasizes coaching, data-driven improvements, and serving as the primary escalation point for complex issues within a global support framework.

You will mentor staff, analyze trends, and coordinate with management to align with global best practices, ensuring exceptional customer experiences across locations in OR, AZ, TX,

Qualifications

• Bachelor's degree in engineering or related technical discipline or global equivalent in education or experience with 10+ years in Technical Support.
• Experience within the semiconductor industry.
• Strong analytical, troubleshooting and presentation skills.
• Expertise in diagnostic techniques for electrical, mechanical and software domains.
• Operational analysis: analyze data, identify trends and drive improvements.
• Certified in troubleshooting methodologies (eg 8D, Kepner-Tregow, Shainin Red X, Six Sigma Black Belt).

Responsibilities

• Owns and accountable for the overall performance of the regional tech support team, ensuring skills and behaviors meet standards.
• Coaches at individual and team level to drive performance.
• Primary escalation point for technical support within the region, removing barriers to drive case progression.
• Communicates status and data to ensure escalated cases are visible for improvement planning.
• Works with minimal supervision and aligns with global strategy for best practices.

Skills

Leadership & people mgmt

Customer experience

Technical guidance

Analytical & troubleshooting

Semiconductor industry experience

Cross-level communication

Mentorship

Education

Bachelor's degree in engineering or related technical discipline

Job description

Edwards Vacuum LLC is seeking a senior technical support leader to drive the regional tech support team, delivering expert guidance across products and technologies. The role emphasizes coaching, data-driven improvements, and serving as the primary escalation point for complex issues within a global support framework.

You will mentor staff, analyze trends, and coordinate with management to align with global best practices, ensuring exceptional customer experiences across locations in OR, AZ, TX,