Global Technical Support Lead (Hybrid)
Edwards Vacuum LLC
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Benefits offered by this job
Job summary
Edwards Vacuum LLC in the United States seeks a Senior Manager to lead the regional technical support team, ensuring expert guidance, mentorship, and superior customer experience across multiple products and underlying technologies. You will own escalations, drive improvements, analyze data, and collaborate with global peers to align with Edwards’ best practices.
A 10+ year background in technical support and a engineering degree are expected; hybrid work in TX is offered.
Qualifications
- Bachelor's degree in engineering or related technical discipline.
- 10+ years in Technical Support with 2+ years in management or leadership.
- Experience in semiconductor industry.
- Analytical, troubleshooting, and presentation skills.
- Diagnostic techniques for electrical, mechanical, and software.
- Experience with established troubleshooting methodologies (8D, Kepner-Tregoe, 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.
- Primary escalation point for technical support within the region, removing barriers for engineers to drive case progression.
- Communicates status and data to ensure escalated cases are visible and driving improvement plans.
Skills
Education
Job description
Edwards Vacuum LLC in the United States seeks a Senior Manager to lead the regional technical support team, ensuring expert guidance, mentorship, and superior customer experience across multiple products and underlying technologies. You will own escalations, drive improvements, analyze data, and collaborate with global peers to align with Edwards’ best practices.
A 10+ year background in technical support and a engineering degree are expected; hybrid work in TX is offered.
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