Product Support Manager

We are now looking for a permanent Software Customer Service Manager to join a leading provider of precision manufacturing tools in Bristol.

This role provides a vital link between Field Service Software Engineers and the Software Engineering team, driving the swift resolution of complex challenges while fostering continuous improvement through effective training, knowledge sharing, and valuable customer feedback.

You are expected to provide exceptional support to clients in EMEAI and to external staff (including Process and Service Engineers) globally.

You will provide advanced software expertise and rapid escalation support to Customer Service Engineers in the field, ensuring timely resolution of complex technical issues, maximising customer uptime and feeding systemic improvement back into Product and Engineering teams.

Your contribution will reduce customer downtime, enhance customer trust, protect revenue, improve Customer Service Engineer capability and confidence and accelerate feedback loops from the field.

Where required, you will visit customer sites and / or Field based teams, to ensure swift resolution of any issues, and build stronger relationships with customers.

To succeed in this role, you should have previous experience working within semiconductor or advanced manufacturing, coupled with experience with complex systems, log analysis and diagnostics, and software-hardware integration.

Sound knowledge of Semiconductor processing techniques and system design is also required.

You should also have in depth knowledge of Windows Software and experience working on real-time control systems.

You should also be familiar with some or all of the following: remote diagnostic tools and service environments, C#, .NET Core and WPF framework, C++, C, SQL (MySQL), and PLC programming; Azure DevOps for task tracking and GitHub for version control & CI/CD pipelines; network protocols, TCP/IP, UDP, Modbus, EtherCAT etc.

Knowledge of hardware interfacing, including electrical schematics, is also desirable.

Qualifications:

Apprenticeship and/or Degree in Software, Computing or a related field.

Additional Information:

Candidates MUST be eligible to live and work in the UK without requiring sponsorship. Copies of Passport and Visa will be requested for verification., Software, Customer Service, Applications, Customer Support, Training, Semiconductor, C#, C, .NET, SQL, PLC

In addition to a modern working environment, competitive salary and hybrid working, my client offers a flexible range of benefits.