UCT is looking for a talented
Manager, Customer Solutions to join us in
Fremont, CA! The Manager, Customer Solutions leads a team dedicated to delivering an exceptional customer experience throughout the order lifecycle. This role oversees customer support operations, escalates and resolves complex issues, and partners closely with Sales, Operations, Engineering, Quality, and Finance to ensure timely order fulfillment and issue resolution. By driving process standardization, analyzing performance metrics, optimizing workflows, and leading customer-focused improvements, the manager enhances service quality, operational efficiency, and customer retention. The role also develops team capability, manages staffing and workload planning, and serves as a key liaison for strategic customer relationships and critical business needs.
Essential Duties & Responsibilities - Lead and manage the team of Customer Solutions Specialists (CSS) team, including key organizational and HR responsibilities.
- Oversee the training and onboarding of new hires.
- Engages with customers for escalation and critical requirements.
- Escalation management - Present, develop and execute corrective action plan to customers to address root cause of issue.
- Ensure timely and accurate order processing through effective team supervision and workflow management.
- Works closely with Sales/Commercial team to align on customer requirements.
- Analyzes performance metrics and customer-related trends to identify areas for improvement and optimization.
- Summarizes and analyzes other required reports for management.
- Develops and utilizes performance metrics to drive team productivity and process efficiency.
- Support annual Customer Solutions budget process.
- Provides ongoing workload evaluation to ensure sufficient support.
- Provides staff scheduling and planning for weekend, emergencies, vacations, unscheduled absences and holidays.
- Supports the quotation process by ensuring timely, accurate, and customer-aligned quote delivery.
Required Qualifications/Skills - Bachelor's degree or equivalent experience.
- Minimum 5 years customer service experience.
- Knowledge of customer service procedures and systems.
- Excellent leadership, communication, and problem-solving skills.
- Ability to manage cross-functional relationships and resolve conflicts effectively.
Preferred Qualifications/Skills - Minimum 3 years of supervisory experience.
- Semiconductor industry experience a plus.
- Ability to manage and lead teams across multiple locations or sites.
- Skilled in developing and documenting standardized work procedures and Job Aids.
- Ability to create clear and effective operational instructions and process documentation.
Interpersonal Skills - Proven record of building and guiding high-performing teams.
- Ability to collaborate on cross-regional, cross-functional, cross-business teams.
- Experience in coaching, training and development of customer solution staff.
- Change Champion and ability to drive change.
- Ability to develop and use of metrics to drive productivity and performance.
- Excellent written and verbal communication skills across all levels of the organization.
- Proven strong analytical and problem-solving skills with a proactive approach to issue resolution.
- Ability to influence others and inspire team motivation and engagement.
- Dispute resolution.
Travel Requirement Other Duties: - Additional duties as assigned
- Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this position. Duties, responsibilities and activities may change at any time with or without notice.
The pay range for this position at commencement of employment is expected to be between $109,600.00 and $142,000.00/year; however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements, including variable pay and discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as PTO (Paid Time Off) and parental leave), dependent on the position offered. Details of participation in these additional compensation and benefit plans will be provided if an employee receives an offer of employment.
If hired, employee will be in an "at-will position" and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.
