Sr Manager, Strategic Accounts & Technical Support

Sr Manager, Strategic Accounts & Customer Support (semiconductor)

SENIOR MANAGER, STRATEGIC ACCOUNTS & CUSTOMER SUPPORT

The Senior Manager, Strategic Accounts & Customer Support is a customer-facing leadership role responsible for overseeing service delivery and technical support for a designated Tier-1 semiconductor customer across multiple U.S. fab locations. This leader will own operational performance for the account, guiding site managers and leading Technical Support organization, which serves as the advanced escalation and technical expert layer supporting Field Service Engineers.

This role requires a technically credible, hands-on operations leader with experience supporting high-volume manufacturing fabs in a 24/7 environment. The Senior Manager will play a critical role in strengthening customer relationships, driving escalation resolution, improving service quality and uptime, and ensuring consistent execution across all supported sites, while working closely with internal engineering, training, and operations teams.

• Lead service delivery for a Tier-1 semiconductor account across multiple U.S. fab locations.
• Provide direct leadership and support to site managers, ensuring consistency of execution, staffing, and performance across locations.
• Oversee the Technical Support team, delivering advanced technical escalation and problem resolution beyond the field service layer.
• Serve as the senior escalation authority for customer issues, ensuring rapid response, clear communication, and sustainable resolution.
• Drive service KPIs, uptime performance, quality metrics, and customer satisfaction across the account.
• Partner with Engineering, Training, Documentation, Sales, and Operations leadership to align technical resources, support customer needs, and anticipate future service requirements.

• 4+ years of leadership experience supporting semiconductor equipment, capital equipment, or high-tech manufacturing service environments.
• Experience leading site teams, service organizations, or customer-facing support groups within a 24/7 fab or high-volume manufacturing setting.
• Demonstrated success managing customer escalations and complex technical issues for Tier-1 manufacturing customers.
• Strong operational understanding of field service, technical support, escalation workflows, and service execution.
• Bachelor’s degree in Engineering, Technical Management, or related field, or equivalent technical experience.

A meaningful compensation package will be developed for the successful candidate that includes a base salary plus performance-based bonus.

To apply , please submit your resume and cover letter, preferably in MS Word format, to Derek Bush . A fully detailed, formal specification will be sent to “top-level”, qualified candidates.

• Mid-Senior level

• Full-time

• Project Management, Engineering, and Customer Service
• Industries:
  Semiconductor Manufacturing