Customer Service Manager

CI SEMI is a division of CI SYSTEMS, specializing in advanced technologies for the semiconductor industry.

The company provides solutions and equipment for the manufacturing, development, and testing of semiconductor components.

The Customer Service Manager will be responsible for overseeing both customer service operations and quality control processes for our high-precision semiconductor metrology systems.

Responsibilities

• Manage Customer Support Operations: Lead and manage the customer service team to provide timely and effective support for inquiries, technical issues, installation assistance, and maintenance for our metrology equipment.
• Technical Troubleshooting and Support: Provide expert-level guidance to customers experiencing technical challenges, including calibration, software, or hardware issues, ensuring swift and efficient resolutions.
• Escalation Management: Take ownership of escalated customer issues and complaints, working cross-functionally with R&D, engineering, and operations teams to resolve problems and implement corrective actions.
• Collaboration with Engineering and R&D: Work closely with the engineering and R&D teams to relay customer feedback, identify product improvements, and support the development of future product upgrades.
• Metrics and Reporting: Track customer service KPIs (e.g., response time, resolution time, customer satisfaction scores) and provide regular reports to senior management to drive continuous improvement.
• Root Cause Analysis and Problem Solving: Investigate quality issues, conduct root cause analysis, and collaborate with engineering and manufacturing teams to develop corrective actions and prevent recurrence.
• Continuous Improvement Initiatives: Drive ongoing improvements in manufacturing processes, tools, and systems using methodologies like Lean, Six Sigma, or other continuous improvement practices to enhance product quality and reduce defects.
• Change Management

Qualifications

• At least 5 years of experience in operations and customer service or technical support in the semiconductor, metrology, or high-tech equipment manufacturing industry.
• Experience and knowledge in quality control, post sales support, engineering change processes and CIP programs.
• High technical capabilities.