Customer Service Manager Jobs

About The Position

Requirements

• At least 3 years in the semiconductor field and/or relevant experience.
• Experience supporting an organization as a manager.
• At least 2–3 years of experience in a customer-facing role.
• Good written and spoken communication skills in both Chinese and English.
• Good execution and coordination skills.
• Strategic and forward-thinking approach; proactive, upbeat, and driven.

Responsibilities

• Lead Field Service operations for customers in Taiwan and establish relationships with customer stakeholders at all levels.
• Coordinate service operations and drive activities that meet customer operational goals.
• Proactively identify areas for improvement and drive resolution of equipment or customer service issues.
• Address site partner concerns and hold regular customer meetings, including operational committee and KPI meetings; prepare for meetings and follow up on open tasks.
• Forecast and help manage quarterly and annual business revenues to achieve operational and financial objectives.
• Work with customers to promote relevant CIPs and product improvements.
• Understand customer agreements, equipment specifications, and Service Level Agreements.
• Develop and implement operational plans to increase customer satisfaction and grow service market share.
• Support account teams in achieving regional targets and help advance the corporate image through successful customer service.
• Lead the CSE team, holding monthly, quarterly, and annual performance reviews and appraisals, and establish team goals and individual development plans.
• Analyze operational processes and customer concern procedures, and assess training gaps to identify service delivery improvements that benefit customers.
• Develop an understanding of equipment at customer sites and ensure records and systems are maintained.
• Track and review equipment, warranty, contract, and customer performance metrics.
• Build strong working collaborations with Business Units, Product Support, Regional Product Support, and Sales personnel.

Benefits

• Medical, dental, vision, life, and other voluntary benefits
• 401(k) with company matching
• Employee stock purchase program (ESPP)
• Student debt assistance
• Tuition reimbursement program
• Development and career growth opportunities and programs
• Financial planning benefits
• Wellness benefits, including an employee assistance program (EAP)
• Paid time off
• Paid company holidays
• Family care and bonding leave
• Performance incentive programs