About the role
AI summarisedGlobal leadership role responsible for directing and overseeing all aspects of technical support, field operations, lab activities, and go-to-market execution for cutting-edge materials engineering solutions. This role drives customer satisfaction by resolving complex, high-impact technical issues while also shaping product development through rigorous feedback loops and operational excellence.
EquipmentOnsiteEngineering
Key Responsibilities
- Direct global technical support assignments, projects, and programs across various organizations.
- Provide senior-level customer engagement to resolve high-value, complex technical issues impacting customer milestones.
- Lead on-site installation, diagnosis, troubleshooting, service, and repair of complex equipment and systems.
- Act as Go-To-Market lead for new product rollouts, partnering with Sales and Marketing teams.
- Influence Engineering organizations to prioritize and resolve customer-related design, hardware, software, yield, and performance issues.
- Drive resolution of systemic field issues to reduce installation cost, warranty exposure, and field failures.
- Define and implement comprehensive training strategies for new products across global teams.
- Oversee Lab Operations and infrastructure necessary to support development, validation, and troubleshooting activities.
- Direct managers, supervisors, and multi-disciplinary teams across geographically distributed organizations.
Requirements
- Proven ability to lead global technical support and field operations.
- Experience in high-stakes customer engagement and issue resolution.
- Deep technical understanding of complex manufacturing equipment/systems.
- Ability to manage cross-functional teams and drive consensus among diverse stakeholders.
- Experience in New Product Introduction (NPI) processes and go-to-market execution.
- Strong background in quality assurance, reliability engineering, or service excellence.
- Proven ability to mentor and develop technical talent and leadership.