Descripción
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 correcti