Regional Technical Support Manager
11 months ago
The incumbent is responsible to provide technical leadership for the Technical Support team in supporting and managing technical escalations and new p..
The incumbent is responsible to provide technical leadership for the Technical Support team in supporting and managing technical escalations and new product introduction (NPI), stabilisations and knowledge transfer of Advantest Automated Test Equipment, Device Handling, Device Interface and Test Cell solution products in South East Asia region.
Job Responsibilities
- Lead and develop a regional team of technical support engineers to deliver an outstanding support experience through our local field service teams towards our regional customer base for all Advantest’s Automated Test Equipment (ATE), Device Handling, Device Interface and Test Cell products.
- Responsible for defining support strategies for the introduction of new products into our region to ensure highest service levels, risk mitigation and contingency plans.
- Collaborates closely with our Global Escalation team as well as Business Unit R&D to quickly provide sustainable solution to urgent customer escalations.
- Liaise and collaborate with global support teams, local field support and regional account teams.
- Ensure the Technical Support team provide the technical leadership product knowledge/solution transfer and feedback, responsible for knowledge retention.
- Maintain metrics and analyse data to assess process performance and implement improvements.
Job Requirement
- Minimum Bachelor degree in engineering in either Electronics, Mechanical or Software is preferred.
- Proven experience as a support/service manager in technical support or support delivery.
- Demonstrable a strong ability to lead as an experienced people manager with good employee engagement to achieve successful outcome for support activities and projects.
- Excellent analytical, problem solving and organizational skills.
- Solid communication skills at spanning the regional organisation as well as global.
- Winner attitude and mentality with outstanding customer and result focus.
- Occasional travel is required.
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