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- 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
- Lead and develop a global team of product support engineers and specialists
- Establish clear roles, responsibilities, and performance expectations
- Foster a culture of accountability, customer focus, and technical excellence
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