Technical Support Manager

About the role

This position is responsible for the technical success of omni-channel support and technical guidance within the Global Support Organization for multiple products/solutions and underlying technologies using superior expertise in technical skills, guidance, mentorship, and leadership.

Responsibilities

• Deliver a superior customer experience by exhibiting core principles.
• Lead and develop a customer‑facing team focused on optimizing the customer experience.
• Apply principles, theories, and concepts in the field; possess general knowledge of related disciplines.
• Understand the tools and procedures used by a modern support organization.
• Work with minimal supervision; confer with a supervisor on unusual matters.
• Make daily decisions and take actions that may not be reviewed by superiors.
• Handle broad assignments requiring ingenuity and originality while aligning with global strategy and best practices.
• Assist staff members with all aspects of their job.
• Analyze data on problems of diverse scope, evaluating identifiable factors.
• Contribute to high‑level projects impacting the company’s future direction.
• Communicate comfortably at multiple levels (management and technical).
• Own overall performance of the regional tech support team, ensuring skills and behaviors meet or exceed standards, identifying gaps and driving improvements.
• Coach individuals and teams to drive performance.
• Serve as the primary escalation point for technical support within the region, using professional networks to remove barriers, share status and data, and drive improvement plans.

Requirements

Bachelor's Degree in engineering or a related technical discipline (or global equivalent) and 10+ years of professional experience in a Technical Support environment, including at least 2 years in a management or leadership role.

Qualifications

• Experience within the semiconductor industry.
• Extensive analytical, troubleshooting, and presentation skills.
• Expertise in diagnostic techniques for electrical, mechanical, and software systems.
• Operational analysis: ability to analyze data, identify trends and improvement opportunities, and create projects/programs to implement improvements.
• Certified in and experienced with an established troubleshooting methodology (e.g., 8D, Kepner‑Trego, Shainin Red X, Six Sigma Black Belt).

Benefits

• Health and wellness programs.
• Retirement savings with a strong 401k plan and matching.
• Employee assistance.
• Paid family leave and health paternity/maternity leave.
• Additional benefits supporting a healthy work‑life balance.
• Global training, mentorship, and career progression pathways.
• Individual learning opportunities, worldwide job opportunities, and technical training from