Sr. Mgr, Product Support

Establishes and maintains lines of communication with design engineering and software development on design, reliability and maintenance issues. Ensures that engineers are current with the latest upgrades and/or new releases. Leading and mentoring Product Support (PS) engineers on technical issues and escalations. Lead, motivate and grow PS engineers to maintain high performing team. Laison between Global Product Group (GPG) and onsite PS engineer & customer in terms of technical knowledge, problem solving and decision making. Ensuring technical problem are resolved, documented and not repeated Ownership of the beta site, including Single Point of Contact (SPOC) for on-site escalations. Ph.D. with 3+ years of relevant work experience or; MS or Engineering degree with 6+ years of work experience; or BS with 8+ years of work experience. 6-8 years of management experience. Understand and work from electrical and mechanical schematics, diagrams and interpret operation manuals for Plasma-Enhanced Chemical Vapor Deposition(PECVD) and Atomic Layer Deposition(ALD) technology Highly motivated self-starter with technical education level (HTL) or work experience in a similar environment for several years Knowledge working with complex and highly configurable PECVD as well as ALD products Good communication skills both written and verbal in English Excellent communication skill with the field through either meeting, instant messenger, text, email, etc. Able to travel both domestic and international based on business need up to 30%. Provide remote and on-site escalation support and management. Ownership of the beta site, including Single Point of Contact (SPOC) for on-site escalations Lead Task Force Team (TFT) as needed. Review lesson learnt w/ CFT and drive gap closure. Use computer applications, including data analysis tools for spreadsheet and presentation. Project management skill for new product: Create productivity data collection plan, collection frequency & align with beta owner & Cross Functional Team(CFT). Align with CFT on format of performance reporting and escalation management. Communication and presentation skills: Ownership of the beta site, including SPOC for on-site escalations. Communicate with customers and account team at a technical level and influence their decision to follow action plans Internal Training Organizer: Hardware, software and process training alignment with product group for non-released product