Manager, Customer Engineer - ETCH

About the role

Lead the Customer Engineer team for ETCH products in Shenzhen, managing customer relationships, engineering performance, and financial results. Drive technical support, installation, and escalation processes while collaborating with sales and product divisions.

Key responsibilities

• Develop and maintain customer relationships across all levels in the district.
• Manage, coach, and direct all customer engineers, including salary and career planning.
• Serve as primary interface with product divisions for tech support, training, spares, and reliability.
• Oversee account planning with District Sales Engineer and provide support plans for system sales.
• Responsible for financial forecasting, cost efficiency, and system installation execution.
• Manage RMA procedures, engineer effectiveness measurement, and hours tracking accuracy.

Required profile

• Experience leading engineering teams and handling customer engineering functions.
• Ability to plan, forecast, and achieve financial results for a district.
• Strong leadership, coaching, and performance appraisal skills.
• Proficiency in managing escalation and mentor programs for new engineers.