Summary
A global technology company specializing in advanced equipment and process solutions for the semiconductor and high-tech manufacturing industries. The company provides sophisticated systems and technologies that support critical manufacturing processes, with a strong global presence and close partnerships with leading technology companies worldwide.
Responsibilities
- Lead the Customer Service team, including resource allocation, engineer deployment, and daily operations.
- Develop and optimize service processes to improve efficiency, response time, and customer satisfaction.
- Establish service strategies, KPIs, and operating standards aligned with business objectives.
- Oversee installation, maintenance, troubleshooting, and after-sales support for semiconductor capital equipment.
- Drive continuous improvement across service operations, identifying gaps and implementing preventive actions.
- Manage customer escalations and coordinate with global HQ and internal teams for critical issues.
- Develop team capabilities through training, performance management, and workforce planning.
- Manage service budget, resources, and business targets, while driving service revenue and operational efficiency.
- Develop value-added service solutions such as maintenance programs and service contracts.
- Maintain strong relationships with key customers and lead service-related negotiations.
Requirements
- Bachelor’s degree or above in Electrical, Electronics, Mechanical Engineering, or related disciplines.
- 8 years or above of people management experience, with experience managing a team of 15+ engineers.
- Solid experience in semiconductor capital equipment installation, maintenance, field service, and after-sales service.
- Proven experience leading a customer service/field service organization with responsibility for both people and operations.
- Strong track record in service process optimization, operational improvement, and KPI management.
- Strong leadership, strategic thinking, problem-solving, and customer management skills.
- Experience working with global HQ and cross-functional teams is highly preferred.
Post Time｜2026/09/14
