Manager, Global Product Support

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

Benefits offered by this job

Medical, Dental, and Vision

401(k) with Company Match

Holiday, Vacation, and Sick Time

Flexible Spending Accounts (FSA)

Life and Accident Insurance

Disability Insurance

Tuition Reimbursement

Employee Assistance Program (EAP)

Job summary

Veeco Instruments Inc. is seeking a Global Product Support Manager for the IBD300 line, based in San Jose, CA and Plainview, NY. You will lead the Technical Product Support team, mentor engineers, and coordinate with Engineering, Field Service, Marketing, and Operations to ensure top-tier customer service.

The role focuses on efficient problem solving, account management, and implementing process improvements to elevate support quality. Travel up to 30-50% may be required.

Qualifications

• Bachelor's degree in a technical discipline and a minimum of 8 years of experience in technical support or engineering.
• MS or PhD preferred.
• Experience with vacuum tools.

Responsibilities

• Provide leadership and supervision to engineers in the Technical Product Support group for Veeco’s IBD300 product line.
• Work directly with customers to integrate new Veeco hardware and software into their process, as well as support their use cases for IBD300 applications.
• Apply a hands-on approach to support technical issues in the field when required or apply direct supervision/training to support Veeco Field Service employees and onsite personnel.
• Support unresolved customer and technical issues from the field, work to achieve resolution, and support the customer through the resolution process.
• Participate in late stages of major software and hardware upgrades, as well as support the rollout to the customer.
• Act as liaison between Field Service, Operations and Engineering where necessary to improve equipment design and factory quality.

Skills

Customer support

Issue tracking

Windows software concepts

Electro-mechanical equipment

Data analysis

Education

Bachelor's degree in technical field

MS or PhD preferred

Tools

Vacuum tools

Windows-based applications

PLC experience

Job description

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About Veeco

You probably don’t realize it, but what we do at Veeco touches the lives of every person, every day. It’s a bold statement, but it’s true. From the smartphones in our pockets that access the world’s collective knowledge, to the cloud-based services where all that information lives, to high-speed wireless communication and computing power needed to drive artificial intelligence, augmented and virtual reality, gaming and so much more, our technology is all around us.

We design, develop, manufacture, and service highly complex, cutting-edge machines used by our customers to create the essential devices that drive the digital age, connect the world, and improve the human experience. Along with the world’s leading technology companies, many of which are household names, we help solve their most difficult material science challenges, enabling technologies for a more connected, sustainable, and convenient world.

We’re looking for material difference-makers to join our growing team. Interested? Learn more at www.veeco.com/careers .

Overview

The Global Product Support Manager will lead and manage the Technical Product Support (TPS) group for Veeco’s IBD300 product line in San Jose, California and Plainview, NY. This position plays a pivotal role in ensuring the smooth operation of the Technical Product Support team with a focus on efficient problem solving and customer satisfaction. The manager is responsible for managing and mentoring the Technical Product Support engineers, as well as, monitoring the quality of the technical support provided. This position will work closely with a cross functional team, which includes Engineering, Field Service, Marketing, Customer Operations, Manufacturing (Operations), and Technical Sales.

Responsibilities

• Provide leadership and supervision to engineers in the Technical Product Support group for Veeco’s IBD300 product line.
• Work directly with customers to integrate new Veeco hardware and software into their process, as well as support their use cases for IBD300 applications.
• Apply a hands-on approach to support technical issues in the field when required or apply direct supervision/training to support Veeco Field Service employees and onsite personnel. Onsite support may include electrical/electronics, software, hardware, installations, facilities, or process/applications related issues.
• Support unresolved customer and technical issues from the field, work to achieve resolution, and support the customer through the resolution process.
• Participate in late stages of major software and hardware upgrades, as well as support the rollout to the customer.
• Act as liaison between Field Service, Operations and Engineering where necessary to improve equipment design and factory quality.
• Lead cross-functional teams between the factory and Field Service to resolve complicated equipment and customer issues.
• Improve customer service quality results by studying, evaluating, and adjusting process as necessary. This includes establishing and communicating service metrics, monitoring and analyzing results, and implementing continuous improvement changes.
• Ensure that Veeco delivers the highest level of customer service.

Qualifications

Bachelor's degree in a technical discipline and a minimum of 8 years of experience in technical support or engineering, including demonstrated experience managing, supervising, or leading technical teams. MS or PhD preferred. An equivalent combination of experience and education may be considered.

Experience with vaccum tools.

Knowledge, Skills, andAbilities

• Strong understanding of equipment and process control in the Semiconductor Industry, including ultra-high vacuum chambers & systems.
• Demonstrated proficiency with customer support, issue tracking and management.
• Strong understanding of software concepts (i.e., debugging, log analysis, etc. in Windows environment.
• Experience with equipment controls, including Windows-based applications and PLCs.
• Experience servicing and supporting complex electro-mechanical manufacturing equipment.
• Understanding of semiconductor deposition process equipment and clean room best practices. Including ultra-high vacuum process chambers, transfer modules and wafer handling & automation.
• Demonstrated experience with large volume data analysis for technical applications.
• Must be able to communicate effectively in English and across cultural and language boundaries.
• Travel may be required (up to 30-50%) – domestically and internationally

Salary and Benefits

The expected salary range for this position is $131,000.00 - $165,668.00, plus a bonus opportunity. We will consider your location, experience, and other job-related factors when determining your pay.

Other benefits include:

• Medical, Dental, and Vision
• 401(k) with Company Match
• Holiday, Vacation, and Sick Time
• Flexible Spending Accounts (FSA)
• Life and Accident Insurance
• Disability Insurance
• Tuition Reimbursement
• Employee Assistance Program (EAP)
• Identity Theft Remediation
• Emergency Travel Assistance

Veeco is an equal opportunity employer. We evaluate applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information, and other legally protected characteristics. Veeco is committed to working with and providing reasonable accommodations to individuals with disabilities.