Director of Customer Support, North America (2343) California Bay Area

The position requires an experienced individual with a proven record in customer management including experience I&W management, strategy planning and execution and maintaining and developing critical customer relationships in a technical setting. Experience in change management, continuous improvement and cultural development as well as exposure to the semiconductor capital equipment market would be a distinct advantage for this role.

Ideally, the position will be based in California Bay Area.  Travel of up to 50% of the time will be required to carry out the role.

Key Responsibilities

Key areas of responsibility as part of this role include but are not limited to:

  • Management of the North America Customer Support team – Customer Service, Field Service and Applications
  • Leading sales and business development activities to expand the business portfolio and revenue streams 
  • Developing and maintaining critical customer relationships
  • Directing strategic planning and implementation of the field organisation
  • Ensure demand / capacity resource balance is maintained to optimise the business
  • Direct the team to review and continuously improve current operational processes, procedures and documentation with a view to improving overall customer satisfaction
  • Support the cultural and skill development of the management team and organization
  • Financial planning and reporting and managing the budget.

Key Activities

  • Lead all functional areas to achieve KPI goals and objectives
  • Lead and develop talent as required to meet organization needs
  • Formulate business strategy for growth and profit
  • Exceed the current level of customer satisfaction on an annual basis
  • Direct functions and performance to meet agreed customer deliverables

Qualifications

  • Degree qualified in a relevant discipline or significant relevant technical/business management experience.

Experience

  • Managing a regional Customer Support organization at a senior level for a significant period of time
  • Relevant experience and proven record of accomplishment in a similar position and function.
  • Background in the semiconductor capital equipment market would be an advantage.
  • Sales experience in a business development mode
  • Demonstrated success in running a fully functional business
  • Successful development and implementation of organisational growth strategies

Key Skills & Attributes

  • Leadership
  • People and team management and development
  • Goal oriented
  • Strong communicator
  • Customer relationship building

Required Knowledge

  • General knowledge of the semiconductor industry.
  • Demonstrated knowledge of all business support functions
  • Customer account and management skills.