Technical Service Desk Lead

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Semtech

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1960

🔧 Hardware

📡 Telecommunications

💰 Post-IPO Debt on 2023-10

Hardware • IoT • Telecommunications

Semtech is a high-performance semiconductor and IoT systems provider, renowned for its LoRa chipsets which facilitate wireless connectivity in Internet of Things (IoT) applications. These chipsets enable seamless real-time communication between sensors and the Cloud, enhancing productivity and efficiency across various sectors such as agriculture, healthcare, and industrial control. With a strong commitment to innovation, Semtech delivers solutions that foster a smarter and more sustainable planet.

📋 Description

• Lead and supervise a team of technical support engineers and specialists • Assign support cases and daily tasks, monitor work progress, and provide technical guidance • Oversee day-to-day technical support operations for assigned product areas • Ensure customer issues are properly logged, triaged, and resolved according to service level agreements • Support engineering teams in achieving issue resolution targets and customer satisfaction objectives • Coordinate escalation activities and critical issue resolution efforts for assigned product areas • Oversee the development and maintenance of technical support processes and procedures • Coordinate with engineering teams, product specialists, field applications, and customer service to ensure integrated support for technical issue resolution • Produce and present regular performance reports to stakeholders

🎯 Requirements

• Bachelor's degree in Electrical Engineering, Computer Engineering, or related technical field required • Minimum 5+ years of experience in technical support, customer service engineering, or related technical role • Minimum 2+ years of supervisory or team lead experience • Experience with semiconductor products, technical troubleshooting, and customer support • Familiarity with case management systems, knowledge bases, and service level management • Background in technical support, customer service, or field applications engineering

🏖️ Benefits

• Professional development opportunities