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Technical Support Manager

2 months ago

chandler, United States Yield Engineering Systems Full time

YES (Yield Engineering Systems, Inc.) is a leading manufacturer of reliable, high-tech, cost-effective capital equipment that transforms materials and surfaces at the nanoscale. From startups to the Fortune 50, our customersrely on YES to help them unleash products that change lives – from cellphones and IoT devices,to AI and virtual reality, to diagnostic tests for COVID.


As a preferred provider of wet and dry process technology, we look forward to talking with smart, energetic, team-oriented people who can grow with us. We provide a competitive salary and benefits, including employee stock ownership, and some of the best co-workers you’ll find anywhere. If this appealsto you, please read on


Job Title: Technical Support Manager

Location: Chandler, AZ or Fremont, CA


Responsibilities include but are not limited to:

  • Oversee operation of the technical support engineering team.
  • Lead tier 2 and 3 customers escalations. Ensure containment and long term resolution.
  • Leadership by example through technical expertise and resolution at customer site as needed
  • Lead efforts to characterize new systems (NPI) and document maintenance manuals, recommended spares, training programs and content, technical procedures, etc.
  • Create and implement training programs to the FSE’s and TPS teams
  • Improving customer satisfaction through prompt and effective support of the Field Service team or the customer directly.
  • Oversee the TPS and FSE teams KPI’s and set programs for improvements
  • Provide guidance on complex issues and lead customer escalations to resolution by working interdisciplinarity with the appropriate groups.
  • Set performance goals and monitor team metrics.
  • Hire, coach, develop, train, coordinate, and communicate with team members.
  • Assign and monitor workload for team members.


Additional Responsibilities

  • Work with Services and Support management team to develop the right tools, and processes to effectively scale operations.
  • Manage, organize and distribute technical knowledge for all products.
  • Drive team to meet contractual SLAs.
  • Act as liaison between technical support, field service, and other departments, such as sales, product development, quality assurance, product management, etc.
  • Act as the voice of the customer by remaining close to Field Service and factory-based teams.
  • Ensure quality and safety standards are always followed. Participate in Non-Conformance Board meetings and drive resolution of field quality issues.


Qualifications:

  • Associate degree is required, bachelor’s degree or higher is preferred.
  • Level 4 or 5 field service or technical level experience at a Semiconductor capital equipment company.
  • Experience with testing and troubleshooting system and component level problems in electrical systems, mechanical systems, and sub-systems with minimal supervision.
  • Proven experience with resolving difficult problems through the application of technical knowledge.
  • Adept with computer software, including Microsoft Office Suite: Outlook, Excel, Word, and PowerPoint.
  • Strong communication and customer service skills.
  • Experience managing technical communications with high profile customers.
  • Good understanding of how related teams coordinate efforts and resources to achieve objectives.
  • Able to work flexible hours as needed.
  • Travel might be required (up to 40%).


Compensation

  • YES also offers a performance-based annual bonus and a competitive benefits package, which includes a 401(k) match, medical, dental, vision and life insurance, in addition to flexible PTO and company stock.


Additional Information

  • Background check and pre-employment drug screen required.
  • Applicants must be currently authorized to work in the United States on a full-time basis.
  • YES is an equal opportunity employer and values diversity. All employment is decided on the basis of qualifications, merit, and business need.
  • YES prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.


Come find out why YES is such a great place to work. Apply today