Technical Support Manager

• $120,000 to $150,000 base salary aligned with experience and location.

A global provider of advanced semiconductor inspection and process control systems is seeking a Technical Support Manager to lead a team of highly skilled Technical Product Support Engineers.

This role is responsible for overseeing expert-level escalation support for a complex installed base, ensuring rapid issue resolution, strong collaboration with Field Service and Engineering, and continuous improvement of support processes. You will manage a technically deep team that operates across remote diagnostics, customer sites, and new product introduction activities.

The position blends people leadership, technical oversight, and cross-functional influence, with a direct impact on tool uptime, customer satisfaction, and product quality.

• Lead, mentor, and develop a team of Technical Product Support Engineers providing advanced-level support for semiconductor equipment.
• Own the technical escalation process, ensuring complex hardware and system-level issues are handled with structure, urgency, and clear accountability.
• Review and guide technical decisions, troubleshooting approaches, and field action plans before they are communicated to customers or service teams.
• Ensure consistent, high-quality technical communication to both internal stakeholders and external customers.

• Oversee expert hardware and system-level support for the global installed base, delivered remotely and, when required, on-site at customer locations.
• Ensure root cause analysis is performed thoroughly and corrective actions are clearly defined and documented.
• Support and, when necessary, participate in on-site service activities to maintain strong technical credibility and real-world tool knowledge.
• Ensure support readiness across cleanroom environments and compliance with site-specific safety requirements.

• Drive continuous improvement of technical documentation, including troubleshooting guides, service manuals, and escalation workflows.
• Ensure field-discovered quality and reliability issues are effectively communicated to design and engineering teams.
• Oversee on-the-job technical training and mentoring of Field Service Engineers in collaboration with service leadership.
• Support documentation development, qualification criteria, and support readiness during New Product Introduction (NPI).

• Act as a key service and support voice in product design reviews, validation testing, and NPI activities.
• Partner closely with Engineering, Manufacturing, Quality, and Field Service to ensure smooth product transitions into volume support.
• Use support data and field feedback to identify systemic issues and influence product and process improvements.

• Strong background in semiconductor capital equipment support with deep system-level troubleshooting capability.
• Experience working across hardware, electronics, diagnostics, and PC-based control systems.
• Proven ability to interpret complex technical issues and translate them into clear plans of action.

• Bachelor’s degree in Electronics, Electrical Engineering, or a related technical discipline
• (or equivalent military technical experience).
• Minimum 5+ years of experience in field service or technical product support within a high-tech or semiconductor environment.
• Proficient with Microsoft Office and standard PC-based diagnostic environments.
• Excellent written and verbal communication skills.
• Willingness to travel up to 50%, both domestically and internationally, depending on business needs.
• Ability to meet visa and site access requirements.
• Regular work supporting cleanroom environments, including:
• Extended periods in stationary positions
• Accessing serviceable areas of complex tools
• Handling components or diagnostic equipment weighing up to 50 lbs
• $120,000 to $150,000 base salary aligned with experience and location.
• Annual performance-based bonus and eligibility for long-term incentive programs.
• Comprehensive benefits package including medical, dental, vision, life and disability insurance, paid time off, retirement plan with employer contribution, and wellness initiatives.
• Collaborative, inclusive culture that values technical excellence, accountability, and continuous improvement.