Service Support Manager (7739)

TSMC•San Jose, CA

4d•$120,000 - $180,000•Hybrid

About The Position

We are seeking a results-oriented leader with a strategic mindset to join our Business Operations team in San Jose as a Service Support Manager. In this role, you will drive operational excellence by leading key business system projects and steering service support initiatives. Whether managing a dedicated team or driving complex projects as a functional leader, you will oversee the end-to-end lifecycle of system initiatives—including requirement gathering (URD), system testing (UAT), deployment, user training, and daily troubleshooting for the North America Business Operations team. Success in this role requires building strong, collaborative partnerships with the North America Customer Support team and TSMC Headquarters in Taiwan to align on system enhancements, drive project implementation, and resolve operational challenges. Our work schedule operates on a hybrid system, where you will be required to work four days in the office. TSMC is the leader in Semiconductor Foundry business. At TSMC, we develop the technologies that shape the future and change the world!

Requirements

Bachelor/ Master’s degree in Computer Science or Supply Chain Management with 12+ years of professional/work experience
Must have advanced Microsoft Office skills (Excel, Word, and PowerPoint)
Excellent written and oral language skills, and possess presentation skills preferably
Must possess a strategic mindset, strong analytical and problem-solving skills, and a detail-oriented approach to driving results, while being highly organized and eager to learn independently
Strong leadership, interpersonal skills and positive attitude to function within and outside the team in a fast-paced work environment

Nice To Haves

Experience in advanced packaging is highly desirable
Excellent English written and oral language skills and possess presentation skills
Familiarity with Mandarin is considered a significant asset for collaborating with our international cross-functional teams.

Responsibilities

Lead end-to-end project coordination, including gathering detailed business requirements to generate User Requirement Document (URD), steering User Acceptance Testing (UAT), and delivering system training to end-users
Drive system project execution and spearhead change management initiatives in close collaboration with the IT team
Oversee daily system administration and serve as the primary point of contact for system troubleshooting and resolution
Manage and optimize the daily operational process for sales debit and credit requisitions
Execute key administrative functions, including system access controls and idle mask management
Design and conduct regular training sessions for Customer Support Specialists to align the team on updated user manuals, operational workflows, and policy guidelines
Partner with key accounts to manage their daily B2B operational requirements and ensure high-quality service delivery
Foster team growth & capability setting clear performance objectives, providing constructive feedback, and identifying opportunities for professional development and career progression
Participate in broader departmental initiatives and fulfill related operational requirements as designated by leadership