Role Summary:
We are seeking an experienced Engineering Support Manager to lead and manage our technical support team for electronic components and semiconductor solutions. The ideal candidate will be responsible for ensuring timely and effective resolution of customer technical issues, managing support operations, and driving continuous improvement in service delivery. This role requires a strong understanding of electronic components, semiconductor technologies, and excellent leadership and problem-solving skills.

Key Responsibilities:

• Manage a team of technical support engineers, providing guidance, training, and performance management.
• Oversee the day-to-day operations of the technical support function, ensuring efficient ticket management and resolution.
• Develop and implement support strategies, processes, and best practices to enhance customer satisfaction.
• Act as a point of escalation for complex technical issues, collaborating with engineering and product teams for resolution.
• Monitor support metrics and KPIs, analyzing trends to identify areas for improvement and implement corrective actions.
• Ensure comprehensive documentation of technical issues, solutions, and knowledge base articles.
• Collaborate with sales and account management teams to understand customer needs and provide proactive support.
• Stay updated with the latest advancements in electronic components and semiconductor technologies.