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The role of the Director Product Support is to manage a Product Line support organization which encompasses Hardware Support and first level Software Support. In addition to managing the day to day support needs of the field, this role demands an elevated level of leadership to drive key improvement projects such as reducing installation or warranty costs, increasing uptime of the installed base of tools, providing design feedback to the hardware engineer team and improving customer satisfaction scores. To effectively drive these changes, it is expected that the Director Product Support be able to tightly interface with all other departments as well as business units in the company. The individual in this position should be able to collaborate closely with the customer directly, meeting their needs while still managing expectations. The Director Product Support should be able to quickly make high impact decisions, taking into account the full effect of that decision.

SPECIFIC DUTIES

  • Lead team in providing worldwide product support and installation and qualification of new product introduction for a key product unit for multiple Tier 1 customer(s)
  • Represent the BU to the external customer for all issues to include escalations, CIP and crisis management
  • Drive CIP activities across multiple organizations in and outside of the Business Unit
  • Manage organization of 20 or more engineers and/or Team Leaders, Sr Project Mgrs

QUALIFICATIONS

  • Minimum of 10 years of experience in the semiconductor capital equipment industry
  • Documented ability to represent customer priorities and drive to closure within a matrixed organization
  • Experience working with global, tier 1 level customers in semiconductor industry
  • Experience as an accomplished manager in Customer Service, preferably with a background in Engineering
  • Experience in implementation of best practice methodologies to drive product quality, on-time product delivery and customer satisfaction
  • Ability to attract world class employees and develop a cohesive culture that fosters teamwork, efficiency, and ownership
  • Ability to generate respect and enthusiasm from the team and to generate a for means for sharing ideas and strategies
  • Exceptional communication and presentation skills
  • Ability to handle the difficulty of conducting business globally
  • Impeccable integrity, openness, creativity
  • Willingness to regularly travel internationally (25-30 %) to continuously align with regional service teams
  • Experience dealing with customers from a commercial perspective
  • Excellent reporting skills (verbal and written)