Field Focal Product Line Management

CSG SBU is seeking a collaborative team player who is passionate about driving technical programs in a cross‑functional environment, influencing new product designs, developing innovative service products, and delivering actionable insights to improve field productivity and resolve operational issues that enable service and equipment growth. Field Escalation support & Customer Engagement Lead cross‑functional field escalations with field service organization, global product support, and engineering, driving root‑cause analysis, corrective actions, and documentation updates to strengthen future releases. Support on‑site assessments and customer pilots to validate solutions, ensure readiness, and accelerate adoption of service capabilities. Provide field installation support by identifying procedural and documentation gaps, driving containment actions, and implementing improvements that enhance service execution. Ensure operational readiness by driving special tooling introduction, validation, global availability, and adoption. Implementation of cost reduction roadmap, through repair/refurbishment solution development and implementation Drive internal and customer‑facing documentation programs for legacy and new products; lead IP/content reviews and release readiness with Tech Publications. Lead the creation of troubleshooting guides and Out‑of‑Control Action Plans to enable AI‑driven field support initiatives. Own delivery and validation of platform Digital Tool packages (Robotics and automation modules) and integrate them into service product releases. Lead pilot/demo execution, assess productivity and tool‑uptime improvements, and perform economic value analysis. Cross‑functional leadership and escalation management, driving alignment across Field Service, Global Product Support, Engineering, and customer teams. Technical expertise in robotics, and automation system, with strong capability in root‑cause analysis, solution validation, and service readiness. Semiconductor equipment is preferred. Expertise in technical documentation development, including installation procedures, troubleshooting guides, OCAPs, and release/IP readiness in partnership with Tech Publications. Program and project management skills, leading NPI service readiness, global deployment activities, tooling readiness, and digital tool (DT) package integration. Operational and business acumen, enabling productivity improvement, capability development, cost‑reduction initiatives, and service gross‑margin optimization.