- Technical Support Manager
- Semiconductor Capital Equipment
- $120,000 to $150,000 base salary aligned with experience and location.
- Boston, US
- Lead, mentor, and develop a team of Technical Product Support Engineers providing advanced-level support for semiconductor equipment.
- Own the technical escalation process, ensuring complex hardware and system-level issues are handled with structure, urgency, and clear accountability.
- Review and guide technical decisions, troubleshooting approaches, and field action plans before they are communicated to customers or service teams.
- Ensure consistent, high-quality technical communication to both internal stakeholders and external customers.
- Oversee expert hardware and system-level support for the global installed base, delivered remotely and, when required, on-site at customer locations.
- Ensure root cause analysis is performed thoroughly and corrective actions are clearly defined and documented.
- Support and, when necessary, participate in on-site service activities to maintain strong technical credibility and real-world tool knowledge.
- Ensure support readiness across cleanroom environments and compliance with site-specific safety requirements.
- Drive continuous improvement of technical documentation, including troubleshooting guides, service manuals, and escalation workflows.
- Ensure field-discovered quality and reliability issues are effectively communicated to design and engineering teams.
- Oversee on-the-job technical training and mentoring of Field Service Engineers in collaboration with service leadership.
- Support documentation development, qualification criteria, and support readiness during New Product Introduction (NPI).
- Act as a key service and support voice in product design reviews, validation testing, and NPI activities.
- Partner closely with Engineering, Manufacturing, Quality, and Field Service to ensure smooth product transitions into volume support.
- Use support data and field feedback to identify systemic issues and influence product and process improvements.
- Strong background in semiconductor capital equipment support with deep system-level troubleshooting capability.
- Experience working across hardware, electronics, diagnostics, and PC-based control systems.
- Proven ability to interpret complex technical issues and translate them into clear plans of action.
- Bachelor's degree in Electronics, Electrical Engineering, or a related technical discipline
- (or equivalent military technical experience).
- Minimum 5+ years of experience in field service or technical product support within a high-tech or semiconductor environment.
- Proficient with Microsoft Office and standard PC-based diagnostic environments.
- Excellent written and verbal communication skills.
- Willingness to travel up to 50%, both domestically and internationally, depending on business needs.
- Ability to meet visa and site access requirements.
- Regular work supporting cleanroom environments, including:
- Extended periods in stationary positions
- Accessing serviceable areas of complex tools
- Handling components or diagnostic equipment weighing up to 50 lbs
- $120,000 to $150,000 base salary aligned with experience and location.
- Annual performance-based bonus and eligibility for long-term incentive programs.
- Comprehensive benefits package including medical, dental, vision, life and disability insurance, paid time off, retirement plan with employer contribution, and wellness initiatives.
- Collaborative, inclusive culture that values technical excellence, accountability, and continuous improvement.
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Technical Support Manager - Boston - Delve Search - Global Search Consultants
Description
Role Overview
A global provider of advanced semiconductor inspection and process control systems is seeking a Technical Support Manager to lead a team of highly skilled Technical Product Support Engineers.
This role is responsible for overseeing expert-level escalation support for a complex installed base, ensuring rapid issue resolution, strong collaboration with Field Service and Engineering, and continuous improvement of support processes. You will manage a technically deep team that operates across remote diagnostics, customer sites, and new product introduction activities.
The position blends people leadership, technical oversight, and cross-functional influence, with a direct impact on tool uptime, customer satisfaction, and product quality.
What You'll Be Responsible For
Team Leadership & Escalation Ownership
Technical Support Excellence
Knowledge, Documentation & Training
Product Lifecycle & Cross-Functional Collaboration
Experience & Qualifications
Technical & Professional Background
Education & Practical Requirements
Travel & Work Environment
Compensation & Benefits
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