Global Product Support

As parts of its growth, E2E, a Busch Group Company, is looking for a Global Product SupportPositionSummary:

E2Ehas an exciting opportunity for an experiencedGlobal ProductSupportprofessional to join a growing team. We areasemiconductor manufacturing equipment supplierfor cutting-edgeAItechnology and commitment to excellence.

As we continue to expand our global installed base and strengthen our support capabilities, we are seeking highly skilled and experienced Global Product Support professional to reinforce our worldwide service operations and ensure seamless collaboration between Field Engineering, R&D,CenterofExpertise (CoE), and Manufacturing.

Vous souhaitez en savoir plus sur ce poste ? Faites défiler la page et découvrez quelles compétences, expérience et qualifications sont nécessaires.
This critical Tier 2 role safeguards the performance, reliability, and serviceability of our equipment portfolio, enabling us to maintain our position as a trusted provider of robust, high‑quality solutions for advanced semiconductor manufacturing environments.

The position requires outstanding organizational, analytical, and communication skills, strong technical depth, and the ability to drive alignment and execution in a fast‑paced, customer‑focused, and rapidly evolving high‑tech environment. The ideal candidate demonstrates excellent judgment, proactive problem solving, and the ability to prioritize and deliver under demanding timelines.

Key Responsibilities

• Act as Tier 2 in the Field Escalation Path, ensuring structured analysis before escalating to R&D (Tier 3).
• Coordinate daily with Field Engineering Managers, R&D,CoE, and Manufacturing to support troubleshooting, containment, and technical alignment.
• Lead technical assessments, containment actions, and detailed investigations to ensure fast and consistent global issue resolution.
• Validate service impacts of ECOs / ECRs, ensure proper communication to all regions, and support service readiness for NPIs.
• Build, maintain, and update the global spare parts price list, ensuring accuracy, competitiveness, and alignment with engineering changes and cost evolution.
• Manage customer‑specific spare parts contracts, including pricing rules, service level requirements, and product‑specific commercial conditions.
• Apply change management to all spare parts–related documents and contractual elements: price list updates, revision control, communication to regional teams, and controlled deployment across all customers.
• Lead global Copy Exact management, ensuring strict alignment of configurations, part numbers, documentation, and service procedures across all regions and all customer accounts.
• Maintain and continuously improve all service documentation: troubleshooting guides, service methods, standard procedures, and the global knowledge base.
• Monitor installed base performance KPIs (uptime, MTBF, MTTR, recurring failures) and drive corrective actions with R&D, Quality, and Operations.
• Support and deliver global technical trainingprogram and meansto Tier 1 (FieldServiceEngineers) and ensure consistent adoption of best practices.
• Ensure configuration control and serviceability requirements are incorporated into product updates and lifecycle decisions.
• Provide clear, structured technical communication and reporting to all regions and to the Global Program Manager.

Functional Knowledge

• Broad understanding of risk management principles and practices related to semiconductor industry product development and customer satisfaction.
• A solid foundational knowledge of semiconductor technology, including an understanding of semiconductor manufacturing equipment and typical sub‑fab and process‑tool architectures.
• Familiarity with — or willingness to learn — quality management systems and related compliance requirements (e.g., SEMI standards, ISO frameworks).
• Familiarity with reliability engineering, service KPIs (uptime, MTBF, MTTR), and troubleshooting methodologies such as 5 Why, Ishikawa, FTA, DMAIC.
• Strong understanding of electromechanical systems and complex high‑tech industrial equipment.
• Ability to interpret logs, schematics, engineering drawings, PLC/automation data, and diagnostic information across mechanical, electrical, and software domains.
• Knowledge of ECR/ECO processes, NPI service readiness, configuration managementdisciplines, and end‑to‑end productlifecycle management.

Project Management

• Proven experience in leading cross-functional teams within complex technical projects.
• Strong capabilities in project planning, organization, execution, and resource coordination to ensure sustained progress and alignment across stakeholders.
• Demonstrated ability to maintain rigorous follow‑up and tracking discipline to secure overall program pace and stability.