Customer Service Support Manager

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

We develop and provide cutting-edge equipment and solutions for semiconductor manufacturing, development, and testing.

We are looking for a high-impact Customer Support Manager to operationalize and scale CI-SEMI’s global customer support function for our advanced analyzers and monitors deployed at leading semiconductor fabs. This role is mission-critical: you will be the single point of accountability for customer experience, post-sale support, issue resolution, system documentation, and field-service coordination.

You will architect support workflows, drive service readiness for every system shipped, manage the global issue-tracking pipeline, and serve as the operational bridge between customers, engineering, operations, and product management.

The Role Will Include:

Customer Support Leadership

· Serve as CI-SEMI’s primary contact for all customer service requests—owning response quality, SLA adherence, and escalations.

· Oversee the full lifecycle of support cases: logging, prioritization, assignment, follow-up, resolution, and post-mortems.

· Build and maintain a real-time dashboard of open issues, including MTTR, response time, and customer-satisfaction metrics.

Service Operations & System Documentation

· Maintain comprehensive logs for every shipped system: backups, configurations, software builds, logs, maintenance records.

· Ensure customers always receive complete and accurate system documentation, release files, and operational procedures.

· Manage and continuously update spare parts and consumables lists to support efficient service logistics.

Cross-Functional Coordination

· Align with Engineering and Product on recurring field issues, feature gaps, and roadmap implications.

· Track all field failures and escalate systemic or high-impact issues directly to the Product Manager and R&D.

· Support new product introductions by ensuring service materials, troubleshooting guides, and release documentation are complete before deployment.

Quality & Release Control (Light QA/QC Scope)

· Oversee system release readiness: confirm documentation, software versions, QC reports, and configuration files are complete prior to shipment.

· Participate in ECO (Engineering Change Order) reviews to ensure support implications are fully understood and documented.

· Maintain structured version-control and documentation processes to ensure traceability across installations globally.

Required Qualifications & Skills

· Engineering or technical degree (BSc or practical engineer), or equivalent experience.

· 3+ years in customer support, field service, or technical operations — preferably in semiconductor equipment or high-tech manufacturing - Must.

· Strong technical understanding of complex electromechanical or analytical systems.

· Proven ability to manage customer interactions with professionalism and urgency - Must.

· Excellent organizational skills, methodical documentation habits, and operational discipline.

· Experience with ERP/CRM systems; Priority experience is a significant advantage.

· Strong communication skills and the ability to interface directly with Tier-1 fabs and global service teams.

Preferred Qualifications:

· Passionate about resolving problems and challenges to address the customers’ needs, equipment and processes improvements

· Background in semiconductor process equipment, metrology, or wet-chemical systems.

· Hands-on experience with system logs, release files, documentation pipelines, and spare-parts catalog management.

· Familiarity with quality standards (ISO 9001, SEMI Standards).

Join us and be part of a company that builds the future of semiconductors!