Technical Support Manager (Central Technical Function)
$103,200–$175,400 year
On-site · Phoenix, Arizona, United States
Job Summary
Own the worldwide operational health of two technology domains served by one operating model: case management, escalation governance, TSE utilization, training and certification, supplier engagement, and field engagement. Partner with Product Managers, Engineering, field teams, and customers to drive escalation governance (L1–L4) across US/Europe with Asia partnership, optimize TSE utilization, co-own supplier-management for the full handler portfolio, and lead the worldwide TSE hiring pipeline and certification program. Leverage AI-assisted log analysis, knowledge retrieval, and agentic troubleshooting to amplify each TSE's output while maintaining scalable headcount. Build trust and develop careers, and engage with executive leaders (VP/EVP/President) on quarterly reviews; travel 25–30%.
Required Qualifications
- Bachelor's Degree or higher in a related field or equivalent combination of education and experience
- 6+ years of related experience with proven ability to lead including 2 years in a management role
- 6+ years of experience in semiconductor capital-equipment service operations, with at least 3 years in a management role
- Demonstrated track record running an L1–L4 escalation governance model at a Tier-1 fab customer (TSMC, Intel, Samsung, Hynix, Micron, or equivalent)
- Experience leading multi-region service operations and global teams
- Ability to travel 25-30%
- Experience applying AI-assisted log analysis, knowledge retrieval, and agentic tooling to scale service output
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