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Veeco Instruments Manager, Global Product Support in Horsham, Pennsylvania

Reference #: 18860 About Veeco You probably don't realize it, but what we do at Veeco touches the lives of every person, every day. It's a bold statement, but it's true. From the smartphones in our pockets that access the world's collective knowledge, to the cloud-based services where all that information lives, to high-speed wireless communication and computing power needed to drive artificial intelligence, augmented and virtual reality, gaming and so much more, our technology is all around us.

We design, develop, manufacture, and service highly complex, cutting-edge machines used by our customers to create the essential devices that drive the digital age, connect the world, and improve the human experience. Along with the world's leading technology companies, many of which are household names, we help solve their most difficult material science challenges, enabling technologies for a more connected, sustainable, and convenient world.

We're looking for material difference-makers to join our growing team. Interested? Learn more at www.veeco.com/careers.

Overview The Global Product Support Manager will lead and manage the Technical Product Support group for Veeco's Wet Processing System product line in Horsham, PA. This position plays a pivotal role in ensuring the smooth operation of the Technical Product Support team with a focus on efficient problem solving and customer satisfaction. The manager is responsible for managing and mentoring the Technical Product Support engineers, as well as, monitoring the quality of the technical support provided. This position will work closely with a cross functional team, which includes Engineering, Field Service, Marketing, Customer Operations, Manufacturing (Operations), and Technical Sales.

Responsibilities Provide leadership and supervision to engineers in the Technical Product Support group for Veeco's PSP product line. Work directly with customers to integrate new Veeco hardware and software into their process, as well as support their use cases for PSP applications. Apply a hands-on approach to support technical issues in the field when required or apply direct supervision/training to support Veeco Field Service employees and onsite personnel. Onsite support may include electrical/electronics, software, hardware, installations, facilities, or process/applications related issues. Support unresolved customer and technical issues from the field, work to achieve resolution, and support the customer through the resolution process. Participate in late stages of major software and hardware upgrades, as well as support the rollout to the customer. Act as liaison between Field Service, Operations and Engineering where necessary to improve equipment design and factory quality. Lead cross-functional teams between the factory and Field Service to resolve complicated equipment and customer issues. Improve customer service quality results by studying, evaluating, and adjusting process as necessary. This includes establishing and communicating service metrics, monitoring and analyzing results, and implement changes. Ensure that Veeco delivers the highest level of customer service.

Qualifications Bachelor's degree in a technical discipline and a minimum of 8years of experience intechnical support or engineering. MS orPhD preferred.An equivalent combination of experience and education may be considered.

Knowledge, Skills, andAbilities Strong understanding of equipment and process control in the Semiconductor Industry. Demonstrated proficiency with customer support, issue tracking and management. Strong understanding of Software Engineering practices (programming, debugging, log analysis) in Windows environment. Understanding of wet processing equipment (Clean, Strip, Etch, and Liftoff).

Demonstrated experience with large volume data analysis for technical applications.

Must be able to communicate effectively in English and across cultural and language boundar es.

Travel may be required (up to 30%) - domestically and internationally The expected salary range for this position is $99,921 - $111,505 + bonus + benefits.

Veeco is an Equal Opportunity/Affirmative Action Employer. Applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, protected veteran status, disability, or any other characteristics protected by applicable federal, state or local law.

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