Customer Service Support 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.

We are seeking a highly organized and technically skilled QA/QC & Customer Support Manager to lead and oversee our Quality Assurance, Quality Control, and Customer Support operations. This role involves managing the company's quality management processes, driving improvements in documentation control and product release procedures, and serving as the primary liaison for all customer service requests.

Responsibilities

• Develop, implement, and manage QA/QC processes in alignment with company standards and industry best practices.
• Manage and control engineering change orders (ECO/ECO processes) including review, approval, and proper implementation.
• Coordinate the proper release of systems, documentation, and software updates, ensuring accuracy and completeness.
• Conduct internal audits/checks if needed, identify areas for quality improvement, and lead continuous improvement initiatives.
• Serve as the primary contact point for customer service requests, providing prompt responses and effective resolutions.
• Maintain tracking of the open issues and the response time, in each step until satisfactory resolution.
• Maintain detailed logs and organized records of shipped systems documentation, backups, and system data logs.
• Prepare, maintain, and continuously update accurate listings of spare parts, consumables, and relevant system components.

Qualifications

• A degree in Engineering (bachelor or practical engineer), Quality Management, or a related technical field.
• Proven experience (3+ years) in Quality Assurance, Quality Control, and/or Customer Support, preferably within the semiconductor or similar high-tech manufacturing industry.
• Strong understanding of Quality Management Systems and processes, ISO standards (familiarity), and documentation best practices.
• Proficient with engineering documentation control processes (ECOs, release notes, version control).
• Exceptional organizational and time-management skills, with attention to detail.
• Strong customer service orientation with excellent communication and interpersonal abilities.
• Demonstrated proficiency with logging and managing product documentation, spare parts, and consumables inventory.
• Good proficiency with ERP/CRM software, particularly experience with spare parts and consumable inventory management.