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Open nowPosted 60 days ago

Senior Manager Global Product Support (all genders)

EURES job mobility portal314,718 open roles

Where
Salzburg und Umgebung, Austria
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Your applicationOpen nowSenior Manager Global Product Support (all genders)EURES job mobility portal · Salzburg und Umgebung, Austria

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This job: posted 60 days ago

The posting

1 Senior Manager Global Product Support (all genders) Job-ID: 199624 I Work Location Model: On-site Flex I Arbeitsort: Salzburg I Work Country: Österreich

The impact you'll make Oversees the technical support of company customers by field engineers, technicians, and support specialists, who are diagnosing, troubleshooting, and repairing one or more of the following: complex electro/mechanical equipment, sophisticated computer systems, software systems/applications, or networking and wireless networking systems. Supervises engineers that respond to situations where standard procedures have failed to isolate or fix problems in non-functioning equipment systems or software. Establishes and maintains lines of communication with design engineering and software development on design, reliability and maintenance issues. Ensures that engineers are current with the latest upgrades and/or new releases. May be involved in customer installation and training programs. Selects, develops, and evaluates personnel to ensure the efficient operation of the function.

What you'll do * Define and execute global product support strategies aligned with business goals and product roadmaps * Ensure readiness for product launches, including service capability, documentation, and training * Drive standardization of support processes across regions to ensure consistent customer experience * Lead support activities across the full product lifecycle: installation, ramp, high-volume manufacturing, upgrades, and end-of-life management * Ensure procedures, best-known methods (BKMs), and documentation meet product performance and serviceability requirements * Partner with product engineering to influence design improvements based on field feedback * Own and drive resolution of complex, cross-functional technical issues impacting product performance, yield, or reliability * Establish structured escalation processes and ensure timely closure of high-impact issues * Lead root cause analysis and corrective action (RCCA) processes across global teams * Act as the global escalation point for customer issues, ensuring clear communication and rapid response * Partner with field service teams to improve installation quality, uptime, and service efficiency * Monitor customer feedback and field performance data to identify systemic issues and improvement opportunities * Work closely with product engineering, manufacturing, supply chain, and quality teams to drive product improvements * Support new product introduction (NPI) by ensuring support readiness and smooth transition from development to production * Align with supply chain and factory teams to resolve product-related shortages, defects, and performance gaps * Define and track KPIs such as tool uptime, MTBF, field failure rates, response time, and customer satisfaction * Analyze global product performance data to identify trends and drive proactive improvements * Provide regular updates and insights to senior leadership * Drive continuous improvement initiatives focused on reliability, serviceability, and cost reduction * Implement structured methodologies (e.g., Lean, Six Sigma, DFx) to improve product and support processes * Standardize troubleshooting methodologies and knowledge management systems across regions

Who we're looking for & Preferred Qualifications:

* https://careers.lamresearch.com/careers?start=0&pid=1099553685952&sort_by=timestamp&filter_rmk_location=salzburg

https://careers.lamresearch.com/careers?start=0&pid=1099553685952&sort_by=timestamp&filter_rmk_location=salzburg This position is subject to the https://www.metalltechnischeindustrie.at/fileadmin/content/Dokumente/Kollektivvertrag/KV-2025_2026/FMTI_Mindesgehaltstabelle_2025.pdf in the occupation group H. A higher payment is negotiable depending on education, expertise and skills. The monthly salary is paid 14 times per year.

https://careers.lamresearch.com/careers/apply?pid=1099553685952

Lam Research Salzb...

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