Technical Customer Support Manager

Mesh-AI Limited; Abingdon; On-site; GBP 60,000 - GBP 70,000; Full time

Job summary

A technology firm based in Abingdon is seeking a Technical Customer Support Manager to lead a team of engineers and provide technical support to customers. This role involves managing the resolution of faults and ensuring product performance, with responsibilities spanning customer sites in Europe, the USA, and Asia. Applicants should have a Bachelor’s in a relevant field and a minimum of 5 years of relevant experience. This position offers a competitive salary and various benefits including annual leave and a share scheme.

Benefits

25 days annual leave

Death in service benefit

Private health care

Pension contributions of 4%

Generous EMI Share scheme

Qualifications

• Minimum 5 years relevant experience in technical support or field service.
• Experience with mechanical, electronic, and optical systems.
• Familiarity with quality management systems.

Responsibilities

• Manage, coach, and develop the Customer Support engineer team.
• Provide technical support and guidance to the team in the field.
• Manage the resolution of faults on products at customer sites.

Skills

Team management

Technical support

Field service experience

Problem-solving

Education

Bachelor’s Degree in physical sciences or engineering

Tools

CRM systems

Mechanical systems

Optical systems

Electronics

Job description

Infinitesima was spun out of the University of Bristol in 2001 and has been developing innovative metrology solutions which improve speed and precision in the manufacture of semiconductors. The company’s technology combines the 3-dimensional surface detection capability of atomic force microscopy (AFM), with high-speed laser activation and the accuracy of interferometry. The Rapid Probe Microscope (RPM™) is protected by an extensive patent portfolio. The company’s RPM™ technology is being used by leading semiconductor equipment companies globally. Semiconductor devices provide the foundations on which progress in the technology sector are enabled. From Smartphones to Artificial Intelligence, 5G communications to autonomous vehicles, all are made possible through advances in semiconductor processes. Scaling these processes requires sub-nanometer measurement of increasingly complex 3D structures to enable more powerful devices.

Based in Abingdon, UK, we are a high calibre team of 100 people and continue to grow. We are backed by global financial and industry investors including Applied Ventures, the strategic venture arm of the industry leading equipment company.

The Role

Based at Abingdon and reporting to the Worldwide Customer Support Director, the Technical Customer Support Manager will provide leadership, management and planning for after-sales customer support and internal technical support to ensure that products are maintained to meet internal and external customer performance and quality requirements. This role will suit someone who has led teams of service engineers working in the field to deliver excellent service to customers, ideally with a complex engineered product.

Responsibilities

• Manage, coach and develop the Customer Support engineer team (currently 8 people)
• Provide technical support and guidance to the team in the field
• Manage the resolution of faults on Infinitesima products at customer sites and in-house
• Manage and plan the installation, & maintenance of products at customer sites and in-house
• Monitor the performance and up-time of all company products
• Work with Engineering and Production to determine the root cause of faults and implement reliability improvements.
• Travel to customer sites across Europe, USA and Asia (travel may reach 20% and be at short as well as planned notice)

Requirements

• Bachelor’s Degree in physical sciences, engineering discipline or equivalent experience
• Minimum 5 years relevant experience
• Experience in field service, technical support and CRM systems
• Experience of mechanical, electronic and optical systems
• Quality management system experience
• Experience of working with any or all of: robotics; optical systems including lasers and fibres; electronics; electro-mechanics and vacuum systems
• £60,000-70,000 (depending on experience)
• 25 days annual leave, death in service and private health care benefits, personal pension contributions of 4% with salary sacrifice and a generous EMI Share scheme