About The Role
The Global Customer Service Manager is responsible for defining, implementing, and continuously improving processes and equipment to ensure consistent, highquality, and costeffective service delivery. This role requires both hands‑on technical capability and leadership of a dedicated field service team supporting advanced Die Bonders, flip chip bonders, and die sorters to meet or exceed customer performance expectations.
Roles And Responsibilities
- Understand customer requirements and equipment performance to develop clear, actionable continuous‑improvement initiatives.
- Collaborate with cross‑functional teams to execute improvement programs that enhance service quality and cost efficiency.
- Provide hands‑on technical guidance and lead service team members in delivering expert field support for sophisticated semiconductor equipment.
- Develop and implement strategies to improve service efficiency, strengthen customer experience, and drive revenue growth.
- Manage customer interactions to build and sustain long‑term relationships.
- Oversee team performance and development in alignment with company goals.
- Stay current on industry trends, market developments, and the competitive landscape.
Requirements
- Bachelor’s or master’s degree in an engineering discipline.
- Over 10 years of experience in semiconductor equipment maintenance or design, with strong expertise in service delivery and management.
- Strong leadership, communication, negotiation, problem‑solving, decision‑making, and project‑management skills.
- Ability to manage expectations and relationships with customers, stakeholders, and partners.
- High cultural awareness and adaptability for effective communication across regions.
- Strong interpersonal skills with a collaborative, results‑driven mindset.
- Proficiency in English and Mandarin for business communication.
- Mature, customer‑oriented, and assertive team player.
- Flexibility to work extended hours and provide impromptu weekend or public‑holiday support.
- Willingness to travel frequently as required.
Talent acquisition based on ITEC vacancies is not appreciated. ITEC job adverts are ITEC copyright © material and the word ITEC® is a registered trademark.
ITEC is an Equal Opportunity/Affirmative Action Employer.
