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Technical Support Manager
2 months ago
Yield Engineering Systems (YES) is a leading manufacturer of high-tech capital equipment that transforms materials and surfaces at the nanoscale. We are seeking a highly skilled Technical Support Manager to join our team.
Responsibilities:- Oversee the technical support engineering team to ensure prompt and effective support of our customers.
- Lead tier 2 and 3 customer escalations, ensuring containment and long-term resolution.
- Develop and implement training programs for the Field Service and Technical Support teams.
- Improve customer satisfaction by providing guidance on complex issues and leading customer escalations to resolution.
- Set performance goals and monitor team metrics to drive continuous improvement.
- Manage and distribute technical knowledge for all products, ensuring quality and safety standards are always followed.
- Associate degree required, bachelor's degree or higher preferred.
- Level 4 or 5 field service or technical level experience at a Semiconductor capital equipment company.
- Proven experience with resolving difficult problems through technical knowledge and application.
- Strong communication and customer service skills, with experience managing technical communications with high-profile customers.
- Able to work flexible hours as needed, with occasional travel required.
- A competitive salary and benefits package, including a 401(k) match, medical, dental, vision, and life insurance.
- A performance-based annual bonus and flexible PTO.
- Opportunities for professional growth and development in a dynamic and innovative company.
YES is an equal opportunity employer and values diversity. All employment is decided on the basis of qualifications, merit, and business need. We prohibit 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.
