Global Tech Support Lead Semiconductors

• Manage the COHU THG Technical Support team in line with the company objectives.
• Guide the team to leverage their knowledge of products and customers to increase the effectiveness of pre-sales, post-sales and product management.
• Ensure knowledge development of Technical Support Specialists to improve the team’s quality and efficiency in fulfilling their tasks.
• Ensure escalations are managed and followed up within the required schedule.
• To work in close collaboration with internal/ external such as Engineering, Operations, Indus, QA, Product Management, FSE, Sales, and customers.
• Continuously improve Cohu products and work towards Zero Defects.
• Responsible for the resource management and escalations of the Technical Support team.
• Set-up and maintain the Technical Support team.
• Plan and control Technical Support team budget.
• Manage department’s KPIs.
• Escalation contact (internal and external) for technical customer issues. Manage customer problems through to acceptable resolution. Escalate issues to senior management when appropriate.
• Prepare and distribute regular reports documenting activities, events and action items.
• Provide the system analysis of complex issues coming from external (typ. customer, FSE).
• Bridge engineering, QA department, and field/ Sales by providing detailed information on the issues following Oracle or any other Cohu Quality tools.
• Work closely with Product Management and Technical PreSales/ Sales Admin to close the loop between “after sales” and new projects/ developments.
• Collaborate with engineering, manufacturing, QA department, and Indus on containment and preventive actions.
• Define product improvements and align priorities.
• Active participation in the drive for continuous improvement and Zero Defect of THG products.
• Be part of the ECN process, generate Product Bulletins and organize distribution via the appropriate, defined tools.
• Manage the global deployment of solutions to the field & manufacturing.
• Ensure close loop communication with internal/ external (e.g. customer, sales, engineering, QA, manufacturing).
• Organize efficient & effective structures and procedures for the team.
• Organize regular One on One meetings with all Tech Support Managers/ Supervisors and Tech Support Specialists (direct reports only)- recommended once a week or once every 2 weeks.
• Organize and lead performance reviews (P&DR) and merit reviews.
• Organize high-level Service Training for FSE’s and customers.
• Support department audits such as ISO/ Sarbox.
• Support other departments by generating work instructions (DAQ/ FAQ/ IAQ etc.) that are related to Technical Support tasks. Work on continuous improvement of existing processes. Approve such instructions/ documents via the appropriate tool.
• Define scope, staffing, job descriptions, schedule and micro process, the appropriate Team size, Tech Supports per product and join job application interviews.
• Plan cross-training/ further education in cooperation with HR. Develop the team.
• Generate a positive work attitude.
• Any tasks that may be assigned from time to time.

Requirements BS or BA degree in Electrical/ Electronics/ Mechatronics Engineering or an equivalent combination of related education, training and experience. Minimum of three years of relevant experience and success in working in a technical product or sales role with major or strategic customers (internal or external) in the semiconductor test industry. Experience in a technical sales, service, program management, engineering, or related role is required. Technical sales experience with back-end semiconductor equipment in a factory, with a supplier or as a user is required. At least two years of supervisory/leadership experience is required. Relevant work experience in the electrical/ electronics field, must be able to read and understand circuit diagrams and electrical drawings. Experience in PID regulation for position control, temperature control, PLC (Programmable logic Controllers) and electrical installations for automation equipment would be an advantage. Knowledge in motion control, automation components like AC & DC motors, bus communication, sensors, cables & connectors, etc. Exposure to automation or the semiconductor industry is an advantage. Possess strong analytical, problem-solving, and interpersonal skills. Able to work both individually and as a team. Effective English verbal and written communication skills, able to clearly convey information and ideas. Hardworking and able to work under high pressure. Strong commitment to learning and continuous improvement. Able to work during weekends, public holidays, and extended working hours as needed. Core Competencies Demonstrates expertise in managing Technical Support teams, ensuring effective collaboration across departments, and driving continuous improvement initiatives in the semiconductor industry. Proficient in resource management, technical sales, and customer issue resolution while maintaining a strong focus on quality and efficiency. Highest-signal resume keywords Technical Sales Experience Team Leadership Electrical/Electronics Engineering Degree Problem-Solving Skills Knowledge of Automation Components ATS Optimization Keywords Hard Skills PID Regulation PLC Programming Circuit Diagram Interpretation Motion Control Automation Equipment Installation Technical Report Preparation KPI Management Budget Planning Customer Issue Resolution Continuous Improvement Methodologies Soft Skills Analytical Skills Interpersonal Skills Effective Communication Ability to Work Under Pressure Commitment to Learning Certifications & Qualifications ISO Certification Sarbox Compliance Industry Keywords Semiconductor Test Industry Technical Support Automation Electrical Engineering Customer Management Tools & Technologies Cohu Quality Tools Oracle Automation Software Electrical Drawings Work Instruction Tools #J-18808-Ljbffr Jobtailor