Dir, Customer Service (all genders)

Provides leadership and managerial guidance to the direct reporting staff. Develop, implement, and monitor standard operating procedures for all support functions. Performance Management & Analytics Provide regular reporting to executive leadership, summarizing performance, risks, and improvement opportunities. Implement preventative strategies to reduce recurring issues and increase first time right resolution Owns and develops executive relationship with Customer site leadership and acts as a liaison with TSMC Account Team, ensuring full strategic alignment with account and customer goals and objectives. Translate organizational goals into operational plans, processes, and service standards. Partner with senior executives across product, engineering, sales, and customer experience to integrate customer feedback into business strategy. Oversee the organization's QA program to ensure consistent, high quality customer interactions. Identify experience gaps and lead initiatives to enhance customer satisfaction and loyalty. Build, lead, and mentor the Service Support Operations team, ensuring they have the skills, training, and tools required to excel. Oversee onboarding, continuous training programs, and capability development for all support staff. Foster a culture of accountability, operational discipline, and customer centricity. Technical certification /Diploma/ or University degree, preferably in electric, mechanical or electronics engineering. 10+ years in the service business, preferably in semiconductor equipment industry, plus 7-8 years of managerial experience. Customer management and business experience would be a very valuable plus. Extensive experience leading customer support or operations teams at scale. Strong analytical mindset with deep experience in KPI measurement, reporting, and data driven decision making. Expertise in customer service tools, CRM systems, automation systems Exceptional communication and cross functional leadership abilities Proven competency in process optimization and operational strategy Experience implementing largescale operational frameworks, training programs, and change management initiatives. Role model in Core Value Consolidates and analyses DFS Operating expenses, P&L and CSBG Revenue and margin for Global account to prepare and present these figures at QCRs, QFRs, Operations Reviews and AOPs. Availability for travels (regional and international) extensively and particularly in Asia, NA and Europe Fluent English - Additional language skills, especially in German and/or Mandarin would be a significant plus Cross cultural understanding and ability to work in a matrix environment