10+ years delivering Applications and Production Support services
10+ years expertise in technology
Strong negotiation and business acumen
Exceptional written and verbal communication skills
Experience with global customer support teams
Ability to lead and influence change across levels
BS in Engineering or Business required
Proficient in change, incident, and project management tools
Responsibilities
Develop and manage executive-level relationships with customers and partners
Create and present operations summaries using advanced communication skills
Host Account Reviews to strategize operational improvements
Establish new processes as a change agent
Advocate for role changes and resource allocations
Successfully manage and influence a global workforce
Coordinate ramp and installation plans with teams in Asia
Provide customer insights to Product Development teams
Actively listen to and address customer and team concerns
Guide internal teams towards coherent deliverables at local and global levels
Manage relationships with internal and external vendors
Benefits
Travel opportunities for global engagement
Exposure to executive-level operations management
Collaboration with cross-functional teams
Opportunity to influence product development strategies
Professional growth in the tech and semiconductor industry
Full Job Description
This is a rewarding, challenging, and unique role as a strategic customer support & operations manager for all Activities globally in assigned account. In this role, you'll connect and integrate all products from the Product Units (PUs) into a cohesive ecosystem or solution that meets the customer's needs. You will be responsible for supporting the Global Account Sales team in both tactical and strategic activities. As part of the team, you will be responsible for overseeing the activities on both the applications and support side. You will ensure that projects and installations are being completed efficiently and timely and coordinated seamlessly. You will be responsible for developing customer relationships, ensuring execution from Q2C, achieving synergy with global business partners including Business Units/Product Units, sales, marketing and numerous functional partners both regionally and globally. Candidate must be able to provide guidance and leadership to the sales team enabling them to continuously achieve forecast targets, maximize growth, revenue and profit.
Responsibilities:
Escalation management. Develop and manage relationships with customers, executives, functional partners both internal and external with ability to influence decisions
Advanced communication skills are essential for creating and presenting executive-level operations and project summaries.
Host Account Reviews to develop operational strategies for the account. Use KPIs to focus on issues and drive change.
Establish new processes. Need to be a change agent.
Make the case for Roles & Responsibilities (R&R) changes and additional resource allocations
Proven success managing and influencing employees and functional business partners in a global environment
Manage ramp and installation plans and can work closely internal and external teams in Asia
Provide customer inputs to Product Development and Field Service teams for roadmap planning, product strategy, and product gaps including OSAT requirements
Ability to actively listen, and understand the customer's concerns, and/or the concerns being raised by our own teams by work closely with applications and field service managers
Ability to provide internal teams appropriate direction and guidance, that can coincide with existing initiatives and expected deliverables at local and global levels, when applicable
Provide customer feedback and ability to help find a common ground when teams are at an impasse to keep efforts moving forward.
Manage internal and external vendors
Additional Responsibilities include:
Proficient in problem solving/root cause analysis using fishbone, 8Ds, 5 Whys, etc
Drive HW & SW transitions to new revisions
Provide customer feedback and ability to help find a common ground when teams are at an impasse to keep efforts moving forward.
Program management
Assist in account roadmap activities and coordination
Minimum Qualifications:
5+ years of expertise in supporting a sales team
10+ years of expertise in delivering Applications and Production Support services
10+ years of expertise in technology
Strong business acumen and negotiation abilities
Strong proven written and verbal communication skills
Proven track record supporting global customer teams
Ability to lead, present, influence and drive change at all levels
Combined experience in business, field sales, applications, engineering, marketing, business development or global strategic account management in the semiconductor capital equipment industry
Travel required
BS in Engineering or Business Required
Proficient in Change management, incident management, and Project management tools
