Director Jobs

About The Position

Requirements

• Bachelor's degree in a technical, marketing, or business-related field of study is required
• Minimum of 7 years of customer-facing experience, with at least 5 years in a managerial capacity
• Demonstrated experience in leading and developing high-performing support teams, with a focus on fostering a collaborative, customer-centric culture and driving continuous improvement
• Proven record of mentoring & coaching technical support staff, including goal-setting, performance management, and professional development, to enhance team capabilities and service levels
• Strong leadership skills with the ability to motivate and inspire teams, especially in fast-paced and dynamic environments, while ensuring accountability and adherence to service standards
• Exceptional team-building and interpersonal skills, with a focus on building trust, promoting open communication, and creating an inclusive environment that supports growth and engagement
• Strong project management skills, enabling you to effectively plan, organize, and execute multiple projects simultaneously while maintaining a strong attention to detail
• A self-starter who thrives in an ambiguous, fast-paced and deadline-oriented startup environment
• A results-oriented mindset, with a proven track record of driving revenue growth, ensuring customer satisfaction, promoting feature adoption, and maximizing customer retention
• A self-motivated, proactive, and innovative leader who consistently strives to inspire customer loyalty
• Excellent interpersonal and customer relations skills, particularly when it comes to building and nurturing strategic relationships
• A clear and concise verbal & written communicator, capable of conveying complex information effectively
• Proficiency in leading both professional meetings with customers and internal stakeholders, demonstrating confidence and expertise
• Ability to work autonomously, tackling even the most intricate challenges, and successfully completing tasks that may lack comprehensive documentation

Nice To Haves

• An MBA or advanced degree in a technical or related field of study is preferred
• Ideally will have worked in a Semiconductor related company with a multi-national exposure, ideally with OEM specific focus is highly desirable.

Responsibilities

• Directly oversee U.S. based Semiconductor order management teams and provide indirect functional leadership to global order management teams to drive consistency, best practices, and process alignment.
• Serve as the executive sponsor for high-value clients who will step in to resolve critical, high-level customer escalations.
• Oversee and drive the change management process with customers as we work through business critical product and manufacturing qualification and approval processes.
• Build long-term strategies to improve customer engagement, enhance brand adoption and allegiance, and drive growth.
• Build relationships with high-priority clients and establish themself as a key factory-based point person available to discuss and address issues.
• Working with Sales, manage customer escalations & coordinate cross-functional and cross geographical resources to ensure timely issue resolution.
• Collaborate closely with Sales and Key Account Management to ensure seamless customer support and product delivery.
• Standardize & improve the customer onboarding experience to scale with the growth of the business.
• Identify opportunities to automate & optimize customer service systems, processes and workflows.
• Monitor and report on key operational performance metrics to include: order entry, order acknowledgment, workflow management, and order processing performance.
• Prepare and present customer service and operational performance reports to senior leadership.
• Establish & maintain standardized processes, procedures, and service level expectations across regions.
• Facilitate communication & coordination between Customers, Sales, Applications Engineering, Product Management, and Technical Services during product launches and critical projects.
• Provide guidance and communication support to global customer-facing technical support teams.
• Serve as the business owner for Semi related customer-facing systems including CRM, CPQ, ERP, and related platforms. (This includes post sales service related system support needs.)
• Manage the Brooks Instrument CPQ portal & ensure effective implementation of enhancements, upgrades, and issue resolution consistent with Semi customer and sales channel partner requirements.
• Develop and leverage a deep working level understanding our '80' customers' systems, tools, and processes (i.e. their order portals) to enhance ease of doing business and improve the overall customer experience.
• Coordinate cross-functional efforts involving IT, Sales, Product Management, and Operations to improve business systems and user experience.
• Develop and maintain documentation, training materials, and governance processes related to CPQ configuration and usage.
• Ensure data integrity across business systems and segments through ongoing validation, maintenance, and continuous improvement initiatives.
• Standardizing, improving, and enforcing the pre-sales to post-sales handoff process.
• Identify and implement technology solutions that improve operational efficiency, scalability, and customer satisfaction.

Benefits

• competitive, merit-based salary
• Health and dental insurance
• Company Paid Life Insurance
• Short and Long Term Disability
• 401K plan with generous company match
• Vacation, personal days and holidays
• Continuing education reimbursement program
• Flexible spending accounts