Senior Manager Customer Service

Infineon Technologies • Leominster, MA

76d • $127,200 - $174,900

About The Position

As the Head of Customer Service for IR HiRel, you are responsible for leading our customer service strategy in the Aerospace and Defense market globally. This position is a highly visible role that demands a strategic thinker who can help shape the future of our customer service organization. This position requires high integrity, attention to detail, knowledge of export control requirements, strong communication skills, and the ability to function calmly in a high-stress environment. Your focus will be on creating tools, strategies, and processes that improve efficiency, while maximizing our customer experience and contributing to our profitable growth plan. To do this you will need to transform our customer service organization to be an integral part of our proactive go-to-market strategy which will require an in-depth understanding of our customers, products, and G2M strategy.

Requirements

• Experience communicating and presenting to executive leadership around complex topics.
• Experience making data-driven decisions and effectively using key performance indicators to measure success.
• Ability to come up with simple solutions to complex problems with minimal direction.
• Strong communication, organizational, and prioritization skills.
• A can-do attitude, consistent follow-through, resourcefulness, and attention to detail.
• Ability to manage change to result in positive outcomes.
• Ability to manage complex topics and execute against a clear action plan.
• 15+ years of experience in customer service and/or inside sales preferably in semiconductors.
• 5+ years of management experience in customer service and/or inside sales.
• Bachelor's degree in related field of study.

Responsibilities

• Enable the customer service team to manage day-to-day customer communications including: quotes, orders, return requests, escalations (pricing, pull-in's, push out's, cancellations), and quality issues.
• Manage and develop the customer service team to achieve individual and team targets while ensuring 100% business continuity around customer services core responsibilities.
• Partner with marketing to ensure alignment and communication around our G2M product strategy to ensure we provide one message to the customer and sales.
• Partner with other HiRel functions, IT, and Infineon teams as needed to drive our G2M strategy forward.
• Deploy people, tools, and processes effectively to enable a best-in-class quote and order entry performance in terms of timeliness, efficiency, and business intelligence.
• Define and execute a customer service strategy that builds a stronger understanding of the customer needs to better contribute to the overall G2M strategy.
• Understand strategic and key customer needs in terms of product mix and key programs to be able to adapt our customer service strategy to maximize business results.
• Build a high-performing customer service team by identifying leadership potential, fostering career development, and building a bench.
• Streamline and continuously optimize our customer service processes to improve efficiency, enhance accountability, improve business results, and improve response time to customers.
• Develop and regularly monitor key KPIs in terms of quote and order volume, response time, and critical portfolio changes (i.e., price, new product, etc.).
• Be able to articulate our G2M strategy and value to our customers to Sr. Leadership internally and externally.
• Instill a speak-up culture of excellence, innovation, and resilience within your team.
• Drive an intense focus around connecting open opportunities to quote to bookings to ensure we are capturing and maximizing our market share.
• Establish and foster Sr. level relationships at our strategic customers' procurement teams.
• Establish a long-term optimal organization, identify steps to get there, and drive the necessary actions to get us there.

Benefits

• Eligible to participate in an incentive plan.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Computer and Electronic Product Manufacturing
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees