Global Product Support

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As parts of its growth, E2E, a Busch Group Company, is looking for a Global Product Support

Position Summary

E2E has an exciting opportunity for an experienced Global Product Support professional to join a growing team.

We are a semiconductor manufacturing equipment supplier for cutting-edge AI technology and commitment to excellence.

As we continue to expand our global installed base and strengthen our support capabilities, we are seeking highly skilled and experienced Global Product Support professional to reinforce our worldwide service operations and ensure seamless collaboration between Field Engineering, R&D, Center of Expertise (Co E), and Manufacturing.

This critical Tier 2 role safeguards the performance, reliability, and serviceability of our equipment portfolio, enabling us to maintain our position as a trusted provider of robust, high-quality solutions for advanced semiconductor manufacturing environments.

The position requires outstanding organizational, analytical, and communication skills, strong technical depth, and the ability to drive alignment and execution in a fast-paced, customer-focused, and rapidly evolving high-tech environment.

The ideal candidate demonstrates excellent judgment, proactive problem solving, and the ability to prioritize and deliver under demanding timelines.

Key Responsibilities

• Act as Tier 2 in the Field Escalation Path, ensuring structured analysis before escalating to R&D (Tier 3).
• Coordinate daily with Field Engineering Managers, R&D, Co E, and Manufacturing to support troubleshooting, containment, and technical alignment.
• Lead technical assessments, containment actions, and detailed investigations to ensure fast and consistent global issue resolution.
• Validate service impacts of ECOs / ECRs, ensure proper communication to all regions, and support service readiness for NPIs.
• Build, maintain, and update the global spare parts price list, ensuring accuracy, competitiveness, and alignment with engineering changes and cost evolution.
• Manage customer-specific spare parts contracts, including pricing rules, service level requirements, and product-specific commercial conditions.
• Apply change management to all spare parts-related documents and contractual elements: price list updates, revision control, communication to regional teams, and controlled deployment across all customers.
• Lead global Copy Exact management, ensuring strict alignment of configurations, part numbers, documentation, and service procedures across all regions and all customer accounts.
• Maintain and continuously improve all service documentation: troubleshooting guides, service methods, standard procedures, and the global knowledge base.
• Monitor installed base performance KPIs (uptime, MTBF, MTTR, recurring failures) and drive corrective actions with R&D, Quality, and Operations.
• Support and deliver global technical training program and means to Tier 1 (Field Service Engineers) and ensure consistent adoption of best practices.
• Ensure configuration control and serviceability requirements are incorporated into product updates and lifecycle decisions.
• Provide clear, structured technical communication and reporting to all regions and to the Global Program Manager.
• Functional Knowledge
• Broad understanding of risk management principles and practices related to semiconductor industry product development and customer satisfaction.
• A solid foundational knowledge of semiconductor technology, including an understanding of semiconductor manufacturing equipment and typical sub-fab and process-tool architectures.
• Familiarity with — or willingness to learn — quality management systems and related compliance requirements (e. g., SEMI standards, ISO frameworks).
• Familiarity with reliability engineering, service KPIs (uptime, MTBF, MTTR), and troubleshooting methodologies such as 5 Why, Ishikawa, FTA, DMAIC.
• Strong understanding of electromechanical systems and complex high-tech industrial equipment.
• Ability to interpret logs, schematics, engineering drawings, PLC/automation data, and diagnostic information across mechanical, electrical, and software domains.
• Knowledge of ECR/ECO processes, NPI service readiness, configuration management disciplines, and end-to-end product lifecycle management.
• Project Management
• Proven experience in leading cross-functional teams within complex technical projects.
• Strong capabilities in project planning, organization, execution, and resource coordination to ensure sustained progress and alignment across stakeholders.
• Demonstrated ability to maintain rigorous follow-up and tracking discipline to secure overall program pace and stability.
• Proficient in project management methodologies (e. g., Six Sigma) and in the use of project and collaboration tools (MS Teams, MS Project, dashboards) to effectively manage multi-site and multi-stakeholder initiatives.
• Leadership
• Lead technical investigations and guide global teams in applying consistent troubleshooting practices.
• Drive alignment between departments and enforce accountability for action items.
• Influence product design and improvement decisions using field data and technical expertise.
• Problem Solving and Strategic Thinking
• Solves unique and complex problems with broad impact on the business, requiring conceptual thinking and innovative strategies to develop solutions.
• Change Management
• Able to anticipate, embrace, and adapt to change in a dynamic, fast-evolving environment.
• Strong ability to influence, guide, and drive organizational change at all levels.
• Proven track record in leading and supporting organizational change initiatives, ensuring alignment and adoption across global teams.
• Extensive experience leading teams through change management implementation, ensuring smooth transitions, stakeholder buy-in, and consistent execution.
• Influence
• Works collaboratively across all departments — including Manufacturing, R&D, Co E, Field Engineering Managers, Quality, and Supply Chain — to ensure alignment between operational goals, product strategies, and business objectives.
• Builds strong, trust-based relationships across global teams to drive adoption of best practices, service standards, and configuration control.
• Influences decision-making processes through technical expertise, clear communication, and a strong understanding of customer and field requirements.
• Acts as a unifying link between technical and operational groups, ensuring coordinated action on product performance, escalations, and continuous improvement initiatives.
• Interpersonal Skills
• Excellent communication and presentation skills, with the ability to effectively communicate complex compliance concepts to diverse stakeholders.
• Communicates complex ideas, anticipates potential objections and persuades and motivates others, to adopt a different point of view.
• Able to clearly handshake each task with the task owners.
• Proven negotiation and conflict resolution skills.
• Solid ability to build and maintain strong relationships with internal teams and external partners and customers.
• Finance
• Ensures GPS activities support cost-control and budget objectives.
• Contributes to the development and maintenance of spare parts pricing, ensuring alignment with cost evolution and commercial policies.
• Assesses the financial impact of Copy Exact requirements, ECO/ECR changes, and customer-specific configurations.
• Supports tracking of warranty, service campaigns, and cost drivers affecting installed-base performance.
• Business Expertise
• Understands key customer operational needs and ensures GPS team decisions support serviceability, reliability, and customer commitments.
• Anticipates field and product-related business impacts and recommends improvements to enhance performance and customer satisfaction.
• Aligns spare parts strategies, Copy Exact requirements, and service processes with broader business objectives.
• Maintains awareness of industry trends to support effective decision-making in a fast-changing semiconductor environment.
• Profile
• Bachelor's Degree required (Engineering/Manufacturing)
• Master’s Degree preferred.
• Experience with high-tech or semiconductor equipment is preferred.
• Knowledge of QMS, reliability engineering, root‑cause tools, or safety standards is valuable.
• Familiarity with PLM systems, service documentation tools, configuration control, and Copy Exact principles.
• 5+ years in Field Service, Product Support, R&D, Manufacturing Engineering, or similar technical roles involving complex electromechanical systems.
• Additional Information
• Time Type: Full-time
• Travel: 50% of the time
• Salary: The salary offered to a selected candidate will be based on multiple factors including location, hire grade, job-related knowledge, skills, experience, and consideration of internal parity with our current team members.

Toutes les candidatures seront prises en compte pour nos offres d'emploi indépendamment de toute considération de race, couleur, religion, genre, orientation sexuelle, identité sexuelle, origine nationale ou statut d’invalidité.

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