施耐德Lead, Top Executive Support Engineer

Job DescriptionThe Head of China Program is an executive role, effectively serving as the leader of ASML HMI’s business in China and a member of the ASML’s China management team. In this capacity, you will lead the full spectrum of operations and strategy, driving the achievement of ambitious business goals and shaping the future of ASML’s HMI division in China. This role requires an experienced leader who can articulate and reinforce ASML’s mission, values, and strategic direction, while providing management and direction across a dynamic, rapidly evolving market. Reporting directly to the Head of BL Applications, the Head of China Program will oversee Development & Engineering, Advanced Technology Development, Product Management, and Roadmap implementation. You will be accountable for market leadership in e-beam inspection and metrology — covering such key applications as electrical defect and physical defect inspection —spanning the entire installed base in China, new system deliveries, and the development of roadmap products tailored specifically for the China market. Customer engagement is absolutely essential for success in this role. You are expected to establish and sustain strong, trust-based relationships with HMI customers in China, actively engaging with them to understand needs, pain-points, and opportunities for innovation. Your ability to listen, connect, and collaborate will define the effectiveness and reputation of the China Program. In addition, it is essential for the Head of China Program to coordinate closely with other BL Applications activities in China, including MPC and Brion, and other ASML sectors including CT account teams and customer support (CS). Leveraging synergies and fostering alignment across all BL Applications activities will be crucial to maximizing value, driving innovation, and ensuring strategic coherence for ASML’s business in China. Role and ResponsibilitiesExecutive leadership of ASML HMI’s business in China and serving a member on ASML’s China management team. Lead strategy execution for the HMI China Program, ensuring delivery of business and technology objectives. Drive the development, deployment, and support of HMI e-beam inspection and metrology products Oversee products spanning the entire installed base in China, new system deliveries, and China-specific roadmap product developments. Oversee research, design, field support, sourcing, and repair/reuse activities to support business continuity and growth. Manage and empower direct reports, including HMI Beijing D&E and a China dedicated Product Team that includes PDM, Product Management, and System Engineering. Champion active customer engagement—building relationships, gathering feedback, and translating insight into product and support excellence. Collaborate closely with HMI Field staff (Sales, FAE, Apps, CS), D&E teams in Taiwan, the ASML China Customer Team to ensure seamless operations and unified strategic direction. Coordinate actively with other BL Applications functions and teams in China, such as MPC and Brion, seeking synergies and shared opportunities to amplify impact across all BL Applications activities. Monitor progress, budgets, and key performance indicators, reporting outcomes to senior leadership. Ensure robust compliance with export control regulations and maintain ethical, transparent business practices.

Job Description The Cloud Support Manager/Director is a critical leader who acts as the customer's champion within Oracle Cloud Engineering Orgnization. This role commands the endto- end resolution process for high-priority, technically complex customer issues realted to OCI that cannot be resolved at the customer facing team. You will serve as the nerve center for crisis management, orchestrating collaboration between top-tier engineers, product managers, and leadership to drive issues to a swift and complete resolution. Your success will be measured by your ability to minimize customer impact, restore service, and enhance customer satisfaction through clear communication and relentless problem-solving. Responsibilities • Incident Command: Own and manage the lifecycle of escalated customer incidents from initiation to resolution, serving as the primary point of contact for all stakeholders. • Cross-Functional Leadership: Assemble and lead virtual, cross-functional teams of subject matter experts from OCI Support, Engineering, Operations, and Product Management to investigate, diagnose, and resolve complex technical problems. • Stakeholder Communication: Deliver clear, concise, and timely updates to customers and internal stakeholders, including executive leadership. Manage expectations and build confidence throughout the resolution process. • Technical Problem Solving: Facilitate technical deep-dives and drive the root cause analysis (RCA) process to ensure that permanent solutions are implemented to prevent future occurrences. • Customer Advocacy: Act as the voice of the customer within OCI, ensuring their needs are prioritized and that their feedback contributes to product and process improvements. • Process Improvement: Analyze escalation trends and identify opportunities to enhance support processes, documentation, and training to reduce the frequency and impact of future escalations. • Reporting and metrics: Track, analyze, and report on key performance indicators (KPIs) for the escalation process, such as resolution times, escalation rates, and customer satisfaction scores. • Team mentorship: Provide informal coaching and guidance to less experienced support staff on handling escalated cases and improving overall service quality. Minimum qualifications: Education: Confidential – Oracle Internal • Bachelor's degree in Computer Science, Engineering, a related technical field, or equivalent experience demonstrating strong technical knowledge. Experience: • 5+ years of experience in a technical support, site reliability, or engineering role for a large-scale cloud platform. • 2+ years of experience in an escalation management, incident management, or technical account management role. Skills: • Demonstrated ability to manage complex technical projects and lead cross-functional teams under pressure. • Exceptional communication, negotiation, and de-escalation skills, with the ability to articulate technical issues to both technical and non-technical audiences. • Strong understanding of cloud infrastructure components, including compute, storage, networking and security. Preferred qualifications: • OCI certification or hands-on experience with Oracle Cloud Infrastructure.

• Complex Deals Support: Engage deeply with customers to understand their complex technical needs and challenges and ensure that solutions meet their requirements and accelerate pipeline. • Advising C-Suite in Customers: Develop and maintain a robust relationship with technical executives in top customers (e.g., CDO, CIO, CISO, CTO), gaining their mindshare and trust in Azure platform. • Remove Customer and Product Technical Roadblocks: Identify and resolve technical roadblocks that may hinder customer progress, enabling the account team to accelerate the pipeline and convert deals. When product-related issues arise, engage engineering through the Go to Market team to clarify and address them. Continue supporting both the customer and the account team throughout the resolution process. • Win Over Competitors & Secure Technical Decisions: Deep technical compete expert on the assigned specialization area against major Public Cloud Hyper Scalers competitors by removing technical roadblocks and leading w/MSFT product differentiators to demonstrate superior technical solutions. Build win back or surround competitive strategies, aligned with the customer's goals and objectives. • Incubation to Mainstream: Identify tech scenarios and leverage/build packageable solution accelerators, reference architectures, demos, and automation frameworks to bring additional values across customers and regions. • Engineering Feedback Loop: Working with Go to Market team on outbound motion through product capabilities and creating incubation execution plan and inbound motion through customer feedback on product capabilities to influence engineering product planning, roadmap, and development. • Knowledge Transfer to Technical Roles: Work with enablement team as Subject Matter Expert and as a scale mechanism to skill local field solution engineers and SE managers through structured knowledge sharing, including technical briefings and readiness sessions. • Thought Leadership: Be a leading expert within your area of specialization not limited to Microsoft products by speaking engagements, publishing blogs, videos, and walkthroughs that showcase innovative customer solutions, technical patterns IP, and best practices that drive scalable adoption.

Business Excellence• Holds team accountable for forecasting expected sales revenue within the portfolio/customer segment(s) within their markets. Examines revenue subtotals by solution area from a bottom-up view to determine progress against unofficial budgets. • Proactively expands strategic network of key internal and external partners and other business decision makers for their team and customers to ensure execution of core tasks, grow sales and partner impact, and to ensure seamless account management experiences within the portfolio; drives engagements with key internal partners, business, and technical decision makers to develop long-range, comprehensive, tailored business strategies that meet Microsoft's and customers' needs; directs team(s) on the development of marketing strategies based on partner and Microsoft needs, and scaling business across regions, segments, and/or globally; identifies where there is a need for a partner(s) to act in Microsoft's market to accelerate consumption and/or growth. • Oversees and directs actions across multiple complex accounts and business areas, and manages planning and prioritization efforts across accounts to ensure individuals and teams follow-through with appropriate responses to account needs; defines expectations and goals to guide the development strategies to manage pipeline and meet sales goals by reviewing forecasts, assessing and mitigating risks, and ensuring strategy alignment with business priorities; shares best practices across teams for assessing and adjusting priorities, and reducing complexity for customers in concert with sales teams, all while maintaining a high level of commitment and accountability; defines priorities for projects across the line of business to drive business outcomes. • Directs and holds virtual teams accountable to lead execution and customer escalations at the portfolio level, providing guidance and sharing best practices for executing prompt and swift corrective actions, understanding trends, and working with partners to mitigate recurrences; ensures team(s) provide support for account management and internal partners to facilitate efforts to proactively address customer escalations and revenue, delivery and consumption blockers, and/or sellers blockers; holds customers/partners accountable as part of the escalation cycle. Understands and develops contract elements (e.g., terms and conditions), contract negotiation, and risk management strategies. Driving Business Growth by Customer and Partner Obsession• Empowers virtual teams to define strategies, objectives, and a rhythm of business (ROB) for account planning across the customer set, clearly articulating standards and priorities; directs and coaches team(s) or manager(s) where and how to invest account management resources and other stakeholders; oversees and directs maintenance of periodic coaching rhythm with sellers; coaches, inspires, and influences engagements between internal and external senior decision makers on long-term business planning, the development of scalable strategic plans, and anticipating customer trends and needs across aggregate accounts. • Actively maintains and leverages a comprehensive understanding of their customers' business needs, strategies, and priorities within the portfolio; coaches team(s) to anticipate their customers' needs and to educate customers on positioning Microsoft products and services to increase customer budget; directs team(s) to translate features into customer business impact and outcomes that accelerate the customer's digital presence; manages the development of plans to offer targeted solutions that satisfy customers' key performance indicators (KPIs) and align the right partner solutions for customer and industry needs. • Directs long-term customer satisfaction growth and maintenance strategies; drives business portfolio management to contribute to overall business growth; manages relationships with customer stakeholders and the collection of feedback (both formal and informal) within the portfolio to identify and understand the drivers of satisfaction and/or dissatisfaction; holds team(s) accountable for customer (dis)satisfaction issues and coaches them to resolve those issues; ensures key stakeholders are aligned with success measures across teams and track progress against plans, orchestrates internal and external resources to anticipate customer satisfaction issues, determine the root cause of problems, remove blockers, and establish recovery action plans to improve customer's overall experience. • Directs the development and implementation of strategies for maximizing selling and customer add opportunities; ensures plans highlight solutions to solving additional business and technology issues; provides guidance on storytelling strategies to lead account conversations, evaluating account performance, developing short- and long-term strategies, and acting upon optimization opportunities; shares best practices and leverages expertise cross-functionally to identify and act on opportunities to drive growth, revenue, and adoption outside of the portfolio; encourages and coaches team on how to exhaust all opportunities to develop relationships with new and existing customers. • Ensures the development and execution of business planning by one or more sales teams, managing accounts within the portfolio, and holds their team(s) accountable for ensuring engagements yield high volume sales and consumption targets in alignment with plans, budgets, and forecasts; shares industry insights and best practices for leading diverse cross-functional teams and ensures their team(s) coordinate with internal industry experts on account planning and execution; directs team members to identify new business opportunities, drive account growth, and facilitate actions around to win big bets, while leveraging internal and/or external partners to scale business by emphasizing mutual business growth, and coaches team through reporting account details back to business stakeholders. • Leads digital transformation efforts across accounts to drive business outcomes and create business value for customers across the customer set; empowers their team(s) to field innovative ideas that showcase the value of digital transformation and provides guidance related to the execution of such transformation; enables team members to leverage corporate resources, engages cross-industry resources, and removes internal blockers to drive customer transformation; ensures line-of-business wins are captured (e.g., testimonials), referenced, and socialized across teams to identify best practices and align digital transformation strategies; facilitates full alignment between teams in order to execute effectively. People and Cultural Transformational Leader• Leverages a strong knowledge of Microsoft's product landscape, solutions, and strategy to address customer's needs; shares and discusses industry and competitive market knowledge internally to drive more competitive solutions, enhance growth of teams, and influence business capabilities; provides advice and industry expertise to help inform decisions on pursuit or withdrawal, close deals in competitive situations, and execute on sell opportunities; evaluates opportunities and positions Microsoft favorably against competitors. Acts as a brand ambassador for Microsoft to external stakeholders, leading customer roundtable discussions to improve understanding of the long-term impact of business decisions. Encourages development of connections between team and functional leaders to enhance understanding of the practitioner perspective; leverages the work of others (e.g., industry/sales executives) to enhance their own and their team's account planning. • Develops and holds team(s) accountable for developing a deep understanding of their clients and/or customers' business models and priorities; integrates and validates feedback from various sources to inform industry strategy; defines expectations and requirements for marketing and business strategies aimed at growing opportunities among current and new clients and/or customers; holds team(s) accountable for displaying customer and partner obsession by driving business value to customers and demonstrating that Microsoft is focused on their success; empowers their team(s) to achieve customer and partner goals; ensures team(s) gather and share feedback to enhance capabilities broadly across their organization, and consistently adapt Microsoft's messaging; guides team(s) and internal partners in contact with clients and/or customers on proper communication strategies that articulate Microsoft's offerings and value propositions. Develops new connections with teams locally and globally to enhance global market understanding. • Positions oneself as a thought leader and trusted advisor to executive-level business decision makers across their business areas; leverages and socializes best-in-class sales and communication techniques to direct efforts to lead teams and key internal and/or external stakeholders with deep industry expertise (e.g., industry solutions executives), and to enable their team(s) to build stronger relationships with decision makers across business areas. • Directs and facilitates the development and delivery of compelling, value-proposition presentations (e.g., with the use of business cases) and specialized business plans for clients that accelerate the closing of deals, facilitates connections between customers and broader Microsoft solutions, and consistently drives business outcomes; coaches others to tailor presentations for clients and/or specific industries, tracks outcomes from presentations, and shares best practices and overall plans with internal partners and peers; utilizes examples from other customers in the industry to demonstrate a mix of industry- and customer-focused needs being met when presenting business plans to clients; represents Microsoft as a thought leader by speaking at industry panels. • Proactively cultivates trusting and influential relationships with customers and directs one or more sales teams to use Microsoft sales strategies with business and technical decision makers at high levels of the customer's organization (e.g., individual contributors to Corporate Vice Presidents [CVPs]), and to align priorities, secure buy in, close sales, and drive ongoing business value; defines and socializes strong customer engagement strategies among internal partners to articulate Microsoft's point of view and create deep connections with clients that help drive purchase decisions and interaction, and increase participation; guides their team(s) to leverage their expertise and understanding of customers' needs to become trusted advisors who help drive customers to transform their business model; advocates internally on behalf of the customer (e.g., driving changes to roadmap, engaging with product groups) to influence decisions and priorities in alignment with customers' needs; coordinates with internal stakeholders to influence change and/or execution between teams. • Directs and executes talent acquisition, recruiting, succession planning, and change management; provides guidance to team on how to have hard conversations, navigate employment law, support diversity and inclusion initiatives, and how to motivate/coach someone's behavioral changes; acts on "talents of the future," what will be needed in the role as time goes on/as the role evolves and how to build their workforce around that; adapts their coaching techniques periodically to ensure that they are working with their team(s) toward the most up-to-date expectations; recruits individual contributors as well as leaders, understands the market and how to attract diverse talent over competitors, and oversees leader development; influences the market by having presence and visibility that facilitates recruitment of market talent; cultivates development plans across teams, not solely top talent.