Global Technical Product Support Manager (IBD300)

Veeco; San Jose (CA); On-site; USD 131,000 - 166,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401(k) with Company Match

Holiday, Vacation, and Sick Time

Flexible Spending Accounts (FSA)

Commuter Benefits

Life and Accident Insurance

Disability Insurance

Tuition Reimbursement

Employee Assistance Program (EAP)

Identity Theft Remediation

Emergency Travel Assistance

Job summary

Veeco is seeking a Global Product Support Manager for its IBD300 line, based in San Jose, CA and Plainview, NY. You will lead the Technical Product Support engineers, mentor the team, and ensure high customer satisfaction across complex vacuum tool platforms.

You will work with Engineering, Field Service, Marketing and Operations to drive resolution of issues, oversee software/hardware upgrades, and improve service metrics while traveling up to 30-50% as needed.

Qualifications

• Bachelor's degree in a technical discipline and 8+ years in technical support or engineering.
• MS or PhD preferred; equivalent mix of experience and education may be considered.
• Experience with vacuum tools and semiconductor process equipment.
• Strong analytical and problem-solving skills with customer focus.

Responsibilities

• Provide leadership and supervision to engineers in the Technical Product Support group for Veeco's IBD300.
• Collaborate with customers to integrate Veeco hardware/software into processes and use cases.
• Offer hands-on field support and train Field Service personnel for Veeco equipment.
• Resolve field issues, monitor progress, and drive timely resolutions with customers.
• Participate in late-stage upgrades and rollout support for customers.
• Serve as liaison between Field Service, Operations, and Engineering to improve design and quality.
• Lead cross-functional teams to resolve complex equipment and customer issues.
• Improve service quality by measuring metrics and implementing improvements.

Skills

Leadership experience

Customer support

Software debugging

Equipment controls

Electro-mechanical systems

Semiconductor deposition knowledge

Data analysis

English communication

Education

Bachelor's degree in a technical discipline

MS or PhD preferred

Equivalent experience considered

Tools

Windows-based applications

PLC

Job description

Veeco is seeking a Global Product Support Manager for its IBD300 line, based in San Jose, CA and Plainview, NY. You will lead the Technical Product Support engineers, mentor the team, and ensure high customer satisfaction across complex vacuum tool platforms.

You will work with Engineering, Field Service, Marketing and Operations to drive resolution of issues, oversee software/hardware upgrades, and improve service metrics while traveling up to 30-50% as needed.