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About the Role

This is a rewarding, challenging, and unique role as a strategic customer support & operations manager for all Activities globally in assigned accounts. You will connect and integrate all products from the Product Units (PUs) into a cohesive ecosystem or solution that meets the customer’s needs. You will be responsible for supporting the Global Account Sales team in both tactical and strategic activities, overseeing activities on both the applications and support side. You will ensure projects and installations are completed efficiently and timely, and coordinated seamlessly. You will develop customer relationships, ensure execution from Q2C, and achieve synergy with global business partners. Candidate must provide guidance and leadership to the sales team enabling them to continuously achieve forecast targets, maximize growth, revenue, and profit.

Responsibilities

Escalation management.
Develop and manage relationships with customers, executives, and functional partners, both internal and external, with the ability to influence decisions.
Create and present executive-level operations and project summaries.
Host Account Reviews to develop operational strategies for the account.
Use KPIs to focus on issues and drive change.
Establish new processes; act as a change agent.
Make the case for Roles & Responsibilities (R&R) changes and additional resource allocations.
Manage and influence employees and functional business partners in a global environment.
Manage ramp and installation plans and work with internal and external teams in Asia.
Provide customer inputs to Product Development and Field Service teams for roadmap planning, product strategy, and product gaps, including OSAT requirements.
Actively listen and understand customer concerns or concerns raised by internal teams by working closely with applications and field service managers.
Provide internal teams with appropriate direction and guidance that coincides with existing initiatives and expected deliverables at local and global levels.
Provide customer feedback and help find common ground when teams are at an impasse to keep efforts moving forward.
Manage internal and external vendors.
Proficient in problem-solving/root cause analysis using fishbone, 8Ds, 5 Whys, etc.
Drive HW & SW transitions to new revisions.
Program management.
Assist in account roadmap activities and coordination.

Requirements

5+ years of expertise in supporting a sales team.
10+ years of expertise in delivering Applications and Production Support services.
10+ years of expertise in technology.
Strong business acumen and negotiation abilities.
Strong proven written and verbal communication skills.
Proven track record supporting global customer teams.
Ability to lead, present, influence, and drive change at all levels.
Combined experience in business, field sales, applications, engineering, marketing, business development, or global strategic account management in the semiconductor capital equipment industry.
Proficient in Change management, incident management, and Project management tools.

Skills

Change management
Incident management
Project management
Problem solving
Root cause analysis
Communication skills
Negotiation abilities
Business acumen

Experience Level

5+ years
10+ years

Education Level

BS in Engineering or Business
Master's in business
Project Management Professional (PMP)