Regional Technical Support Team Leader EMEA

Hiring By - Biostaffic

 BioPharma

France

Job Highlights

Not Disclosed

Posted 4 months ago
Job details
Regional Technical Support Team Leader - EMEA
The Regional Technical Support Team Leader will provide leadership to the Regional Technical Support Team who are delivering best-in-class support to our semiconductor customers. Ensuring system and product safety, uptime and availability, the successful candidate will drive performance, productivity, customer value and improved customer satisfaction.
Reporting to the EMEA Technical Support Manager within the Edwards EMEA Semiconductor Customer Centre, the Regional Technical Support Team Leader will lead and challenge a team of 7 Technical Support Engineers, to improve efficiency with advanced troubleshooting, methodology and reporting, and to ultimately provide best in class customer support.
The role requires high level of leadership & customer interaction skills which demonstrate technical credibility and appreciation of commercial imperatives, as well as frequent internal contact with Technical Support teams based in Product Companies, as well as Service teams, Manufacturing, Marketing, Product and Quality management. Being a direct point of contact for customer escalation, the role holder is accountable for the reputation of the Technical Support Team, providing scorecard reporting along with action plans to improve Mean Time to Resolve.
Whilst the role is based anywhere in EMEA, regular travel in France & Italy are required to meet key customers (25%).
Main Responsibilities
The Regional Technical Support Team has three areas of responsibility: Leadership of the Technical Support Team, Technical Support Activities, and the Edwards Customer Relationship:
LEADERSHIP
  • Drive high level customer escalations, by supporting the team in providing best-in class reporting/solutions for customer issues
  • Provide escalation guidance and instructions to Technical Support Engineers
  • Be innovative & creative in supporting the newly release “field change request” process, to ensure we can smoothly move from a problem statement to the implementation of a solution
  • Create effective risk management plans for project and upgrade delivery
  • Establish team priorities
  • Deliver ongoing training and coaching for the team on advanced procedures and processes, including site teams
  • Accountable for meeting the Regional Technical Support team’s performance goals and performance improvement targets
  • Drive adoption of “change management” through engagement and shared value (role model for CMS)
  • Be the direct point of contact of the Technical Support Team Leader at Product Company Clevedon
  • Be responsible for all escalation within your team
  • Create enthusiasm and opportunities for job satisfaction, team motivation, encourage innovation
  • Collaborate effectively with other functions to deliver on time commitments
  • Encourage business transformation by converting technical issues into opportunities to upgrade thereby increasing service revenue, system performance (MTBS, CoO…), and ultimately driving value and improving the customer experience
TECHNICAL ACTIVITIES
  • Be prepared to back up your team when necessary
  • Lead business process improvements to improve efficiency, timeliness, and quality
  • Assist Edwards service and customer technicians with trouble shooting methodology
  • Support installation & commissioning of all exhaust gas management products as needed
  • Support the Technical Centre in specification definition and understanding of customer requirements
  • Develop accurate new procedures with your team
  • Support onsite installation, maintenance, upgrade, and training activities on abatement systems as needed
  • Support continuous improvement of abatement products through testing of off the shelf components
  • Support continuous improvement of abatement products through design and installation of prototype upgrade kit
  • Make good use of the Technical Centre to perform tests without impacting customer production whenever this is feasible, ensuring safety procedures are in place
  • Develop processes to ease transition from sales to service for every new transaction
CUSTOMER RELATIONSHIP
  • Develop and maintain good customer relationships through a high level of performance of all technical activities
  • Enhance the credibility of Edwards by providing top level technical and sales support to customers and peers
  • Assist KAMs in specification definition (meeting with the customer when necessary)
  • Promote the benefits of the Edwards service organization to the customer, including preventative maintenance programs, training programs and products
  • Maintain good working relationship with PC and other departments so customer issues are effectively and promptly addressed
  • Accountable to present CMS scorecard to main customers along with action plans to resolve issues, and improve future performance
Skills / Knowledge / Experience
  • Engineering degree or apprenticeship with relevant technical experience
  • Proven success and track record in a similar Customer focused, technical team lead role with experience of working within a fast-moving environment
  • Sound technical knowledge of complex machines
  • Experienced in complex technical problem-solving techniques using statistical methods
  • Experienced in the “change management” process would be beneficial
  • Experience of the Semiconductor Industry would be beneficial
  • Excellent Customer communication skills
  • Excellent leadership attitude, role model in change management
  • Good understanding of diagnostic techniques for both electrical, mechanical and software
  • Knowledge of best practice technical problem-solving skills
  • Knowledge of Design of Experiment techniques
  • Operational Analysis – ability to analyse data, identify trends and improvement opportunities
  • Able to influence internally and externally as a technical authority in the fields supported by the group and represent the customers viewpoint to the factory operations
Why Edwards is a great place to work
We want to be a workplace for everyone. At Edwards, part of the Atlas Copco Group, we know that diversity and inclusion are critical to our long-term success. We know that diversity and inclusion helps us to understand our customers’ needs and strengthen employee motivation, productivity, innovation and results. We will continue to invest in our people, celebrating diversity, encouraging individual growth, and making sure Edwards is a place where everybody is proud to work.
About Edwards
Edwards is a leading developer and manufacturer of sophisticated vacuum products, exhaust management systems and related value-added services. Edwards solutions are integral to manufaturing process for semiconductors, flat panel displays, LEDs and solar cells. They are also used within an increasingly diverse range of industrial processes including power, glass and other coating applications; steel and other metallurgy; pharmaceutical and chemical; and for scientific instruments in a wide range of R&D applications. Edwards has over 4,000 employees worldwide engaged in the design, manufacture and support of high technology vacuum and exhaust management equipment. Edwards has state-of-the-art manufacturing facilities in Europe, Asia and Noth America.

Benefits Offered?

  • No

Bonus Offered?

  • No

Travel Required?

  • No

Location:

  • France

Global Experience Needed?

  • No

Specialized Experience Needed?

  • No

Apply before:

  • Apr 17, 2024
Company Overview
Edwards Vacuum
Edwards Vacuum

Current Openings: 0

We are a global leader of vacuum and abatement. At Edwards, we enable environments where innovation thrives. Our products are integral to manufacturing processes for semiconductors, flat panel displays, LEDs and solar cells; are used within an increasingly diverse range of industrial processes including power, glass and other coating applications, steel and other metallurgy, pharmaceutical and chemical; and for both scientific instruments and a wide range of R&D applications. Edwards is part of the Atlas Copco Group
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