Global Product Support Manager – Semiconductor Equipment

Global Product Support Manager – Semiconductor Equipment

Location: San Jose, CA

Employment Type: Full-Time / Direct Hire

Work Type: Onsite

Travel: Up to 50% domestic and international

Compensation: $155,000–$195,000 + bonus opportunity

Relocation assistance available for non-local candidates

**Visa support available with H1B transfer only**

Overview:

Our client is a global technology and advanced manufacturing organization that designs, develops, manufactures, and services highly complex equipment used within the semiconductor industry. Their technology supports some of the world’s leading technology companies and plays an important role in advanced electronics, computing, communications, and other high-growth markets.

They are seeking a Global Product Support Manager to lead and manage a Technical Product Support group supporting a semiconductor deposition equipment product line across San Jose, California, and Plainview, New York. This position will provide leadership to a team of Technical Product Support Engineers while remaining closely involved in complex customer and equipment issues. The manager will work cross-functionally with Engineering, Field Service, Marketing, Customer Operations, Manufacturing/Operations, and Technical Sales to improve equipment performance, resolve field issues, and maintain a high level of customer support.

Responsibilities:

• Provide leadership and supervision to engineers within the Technical Product Support organization supporting a semiconductor deposition equipment product line.

• Manage, mentor, and develop Technical Product Support Engineers while monitoring the quality and effectiveness of technical support provided to customers and field teams.

• Work directly with customers to integrate new hardware and software into their processes and support customer applications and equipment use cases.

• Take a hands-on approach to complex technical issues in the field when required and provide direct supervision, training, and technical guidance to Field Service employees and onsite personnel.

• Support troubleshooting involving electrical/electronic systems, software, hardware, equipment installations, facilities, and process/application-related issues.

• Take ownership of unresolved customer and technical issues from the field, working with internal teams to identify root causes, achieve resolution, and support customers throughout the resolution process.

• Participate in the later stages of major software and hardware upgrades and support successful rollout and implementation at customer sites.

• Serve as a liaison between Field Service, Operations, and Engineering to improve equipment design, reliability, serviceability, and factory quality.

• Lead cross-functional teams between factory operations and Field Service to resolve complex equipment and customer issues.

• Improve customer service quality by evaluating existing processes, establishing and communicating service metrics, monitoring results, and implementing continuous improvement initiatives.

• Maintain a high level of customer service and technical support across the product organization.

Qualifications:

• Bachelor’s degree in a technical discipline with a minimum of 8 years of experience in technical support or engineering, including demonstrated experience managing, supervising, or leading technical teams.

• Master’s degree or PhD preferred. An equivalent combination of education and experience may be considered.

• Experience working with vacuum equipment and systems.

Knowledge, Skills, and Abilities:

• Strong understanding of equipment and process control within the semiconductor industry, including ultra-high-vacuum chambers and systems.

• Demonstrated proficiency in customer support, technical issue tracking, escalation, and issue management.

• Strong understanding of software concepts, including debugging and log analysis within a Windows environment.

• Experience with equipment controls, including Windows-based applications and PLCs.

• Experience servicing, troubleshooting, and supporting complex electro-mechanical manufacturing equipment.

• Understanding of semiconductor deposition process equipment and cleanroom best practices, including ultra-high-vacuum process chambers, transfer modules, wafer handling, and automation.

• Demonstrated experience with large-volume data analysis for technical applications.

• Ability to communicate effectively in English and work across cultural and language boundaries.

• Ability to travel up to 50% domestically and internationally.

Compensation & Benefits:

The expected salary range for this position is $155,000–$195,000 plus a bonus opportunity. Final compensation will be based on location, experience, and other job-related factors.

The organization offers a comprehensive benefits package designed to support employees professionally and personally, including:

• Medical, dental, and vision insurance

• 401(k) retirement plan with company match

• Paid holiday, vacation, and sick time

• Tuition reimbursement supporting continued education and professional development

• Life, accident, and disability insurance

• Flexible Spending Accounts (FSA) and commuter benefits

• Employee Assistance Program (EAP), identity theft remediation, and emergency travel assistance

The organization also offers a strong engineering culture centered around technically challenging equipment and opportunities to collaborate across Engineering, Field Service, Operations, and other technical organizations, with opportunities for continued career development and advancement.