Mgr, Customer Service

Provides strategic leadership and direction for the delivery of pre- and post-sales services and support to clients/customers. Manages all facets of customer retention (CRM), including participating in the resolution of customer concerns and defining and developing a customer contact strategy. Analyzes operational processes, escalation procedures, and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customer/clients. Develops customer-specific department procedures. Oversee the successful operations related to spares and logistics support in multiple areas to meet and drive to exceed the various goals and obligations of Lam to TSMC in AZ. Areas of support mainly include overseeing the operations and success in key performance indicators, order management, asset returns, delivery capabilities, spares warehouse-sizing forecasting, temporary spares/material storage management, spares planning/forecasting, inventory accuracy management, new tool ramp management, root-cause and corrective-action development and reviews, Information Technology program point-of-contact, internal and external meeting attendance, possible exec-level presentations as part of a team, as well as collaborating with counterparts in other regions to advance local and global success of the customer. The position is to manage the site operations, and there will be other departments that will have a “dotted line” responsibility to you and you to them, such as Customer Service order management and Regional Spares Planning. Future direct reports to this position will be evaluated based on need. Bachelor's degree or equivalent with 4-6 years of supervisory experience. Prior semiconductor experience within management related to the support of a global customer, spares, or logistics-related experience Prior collaboration/management with a large customer in Asia, and prior experience managing projects related to corrective actions or continuous improvements.