Technical Support Manager

Your 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.

• Managers are expected to deliver a superior customer experience by exhibiting our core principles.
• Sr Professional Staff. A seasoned, experienced professional with a full understanding of how to lead and develop a customer facing team focused on optimising the customer experience.
• Complete understanding and wide application of principles, theories, and concepts in the field. General knowledge of other related disciplines. Strong understanding of the various tools and procedures that a modern support organisation uses to accomplish the job.
• Works with minimal supervision, conferring with a supervisor on unusual matters.
• Requires daily decision-making capabilities and actions that may not be reviewed by superiors. Assignments are broad in nature and need ingenuity and originality to solve, but must also feed into a global strategy to ensure best practice is optimised and adhered to.
• Assists staff members with all aspects of their job. Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors. May play a role in high-level projects that have an impact on the company’s future direction. Must be able to communicate comfortably at multiple levels whether management or technical.
• Owns and accountable for the overall performance of the regional tech support team, ensuring skills and behaviors are meeting (or exceeding) required standards, identifying performance gaps and driving improvements to ensure customer experience is maximized. Coaches at individual and team level to drive performance.
• Is primary escalation point for technical support within the region, utilizing the professional network and navigating the organization to remove barriers for engineers to drive case progression and sharing status and data to ensure escalated cases and other issues are visible to ensure that improvement plans to resolve issues and challenges can be built and driven.

To succeed, you will need

• Exerpeince within the semiconductor industry
• Extensive analytical, troubleshooting and presentation skills.
• Expertise in diagnostic techniques for both electrical, mechanical and software
• Operational Analysis – ability to analyze data, identify trends and improvement opportunities and create projects and programs to implement improvements
• Certified in and experience of using an established troubleshooting methodology (eg 8d, Kepner Tregow, Shainin Red X, Six Sigma Black Belt)

In return, we offer

• Benefits and Perks:
  Enjoy a benefits package including health and wellness programs, retirement savings, and employee assistance.
• We offer a strong retirement 401k plan with matching
• Family is important to us – so we also offer paid family leave, a health paternity/maternity leave & many other benefits for a health work-life balance
• Growth Opportunities:
  Access global training, mentorship, and career progression pathways to achieve your professional goals.
• We support you on your journey: individual learning opportunities, world-wide job opportunities or technical training from our academy.

This role offers a hybrid working arrangement, allowing you to split your time between working remotely and being on-site at one of our locations in OR,AZ,TX or NY!

We are an Equal Opportunity Employer!

Edwards Company considers for employment and hires qualified candidates without regard to race, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender…