Senior Customer Service Director

Client Description

A global semiconductor equipment and technology solutions provider, specializing in advanced wafer processing and precision manufacturing tools. The company delivers innovative equipment, process solutions, and services to leading semiconductor manufacturers worldwide, supporting cutting-edge technology development and production efficiency

Candidate Profile

Education:

• Bachelor’s degree or higher in Engineering. Fluent English required.

Experience:

• 10+ years of experience in service management or field operations within the semiconductor equipment industry.

Required Skills:

• Strong analytical skills to resolve complex service cases and customer escalations, providing clear guidance to teams.
• Strategic planning capability across diverse service business models, with excellent negotiation skills to drive business growth.
• Experience in budget and headcount planning.
• Proven leadership skills and ability to communicate effectively across departments.

Responsibilities

1. Leadership & Strategy

• Develop and execute customer service strategies aligned with global and regional business objectives.
• Lead, coach, and mentor a large, diverse team of service engineers, managers, and support staff.
• Foster a high-performance culture focused on quality, safety, and customer satisfaction.
• Represent local service operations in regional and global leadership discussions.

2. Customer Relationship Management

• Serve as the senior escalation point for critical customer issues.
• Build and maintain strong relationships with key semiconductor manufacturers and clients.
• Collect and analyze customer feedback to drive continuous improvement in services and products.

3. Service Operations

• Oversee installation, maintenance, repair, and field support for advanced semiconductor equipment.
• Monitor and improve uptime and performance metrics (e.g., MTBF, MTTR).
• Optimize resource allocation, logistics, and spare parts management to ensure operational efficiency.

4. Continuous Improvement & Compliance

• Lead operational excellence initiatives using Lean, Six Sigma, or similar methodologies.
• Ensure compliance with safety, environmental, and quality standards.
• Implement digital tools and analytics to enhance service predictability and efficiency.

5. Talent & Organizational Development

• Develop succession plans, training programs, and career paths for service personnel.
• Promote employee engagement and cross-functional collaboration.