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Regional Technical Support Manager

4 months ago

Ang Mo Kio New Town, Singapore Advantest Full time

The incumbent is responsible toprovide technical leadership for the Technical Support team in supporting and managing technical escalations and new product introduction (NPI), stabilization and knowledge transfer of Advantest Automated Test Equipment, Device Handling, Device Interface and Test Cell solution products in South East Asia region.


  • 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

Requirements:

  • Bachelor's degree in Engineering in either Electronics/Mechanical/Software
  • Proven experience as a support/service manager in technical support or support delivery
  • Demonstrable a strong ability to lead and manage staff and projects
  • Excellent analytical, problem solving and organizational skills
  • Solid communication skills at spanning the regional organization as well as global
  • Winner attitude and mentality with outstanding customer and result focus
  • Oversea travelling will be required