Software Customer Service Manager

Overview

We are thrilled to announce a fantastic opportunity for a permanent Software Customer Service Manager position located in Severn Beach, Bristol. In this role, you will act as a vital link between our Field Service Software Engineers and the Software Engineering team, driving the swift resolution of complex challenges while fostering continuous improvement through effective training, knowledge sharing, and valuable customer feedback.

Additionally, you will provide exceptional support for OIPT software to clients in EMEAI and to external OIPT staff (including Process and Service Engineers) globally.

• Provide advanced software expertise and rapid escalation support to Customer Service Engineers in the field, ensuring timely resolution of complex technical issues, maximizing customer uptime and feeding systemic improvement back into Product and Engineering teams.
• Your contribution will reduce customer downtime, enhance customer trust, protect revenue, improve Customer Service Engineer capability and confidence and accelerate feedback loops from the field to OIPT.
• Escalation Management & Incident Command
  • Point of contact for software related escalating troubleshooting with complex issues.
  • Act as incident lead during high‑severity issues—coordinate software engineering, service, and comms; run post‑incident reviews.
  • Serve as the go‑to for advanced troubleshooting and coordination with software engineering.
• Support OIPT in a global HVM process support role, supporting:
  • Tiger Teams:
    • Rapid Response.
    • Landing Team.
    • 1st in fab team (complex or HVM).
• Lead in process L2 escalations to meet specifications.
• Visiting customers where software reported issues are impacting the customer relationship.
• Support in peaks in EMEAI, ASIA or US requirements for acceptance.
• Work closely with HVM customers and OIPT on Continuous Improvement Projects as required.
• Field Relationship & Liaison
  • Build trusted relationships with Service Engineers.
  • 2nd line support of field service engineers and customers.
  • Diagnosis and solution of software and hardware problems both by phone and email. This includes communication with people where English is not their first language.
• Monitoring Critical Field Installations.
• Track high-impact or complex installations and upgrades and proactively.
• System acceptance & customer training
  • Customer facing during the tender process.
  • Answer technical questions & provide solutions to new requirements.
  • Demonstrate software to customers during system acceptance.
  • Support in training of OIPT staff for new developments.
• Liaise with Sales Team to provide useful background information.
• Support the Head of Global service in developing accounts for future business.
• Provide detailed and accurate record of expense incurred on behalf of the Company.

• Apprenticeship and/or Degree in Software, Computing or a related field.

• Semiconductor/advanced manufacturing experience
• Experience with complex systems, log analysis and diagnostics, and software-hardware integration.
• Knowledge of Semiconductor processing techniques and system design.
• In depth knowledge of Windows Software and experience working on real-time control systems.
• Knowledge of hardware interfacing, including electrical schematics, is also desirable.
• Experience with remote diagnostic tools and service environments, C#, .NET Core and WPF framework, C++, C, SQL (MySQL), and PLC programming.
• Azure Dev Ops for task tracking and Git Hub for version control & CI/CD pipelines.
• Solid experience with several network protocols, TCP/IP, UDP, Modbus, Ether
  
  CAT etc.

• Calm under pressure – thrives in escalation scenarios.
• Excellent communication with customers, and internal teams.
• Enthusiastic and agile approach to complex tasks.
• Can embrace ambiguity, extract necessary information and define clear objectives.
• Ability to learn new technology and processes quickly.
• Ability to convey ideas both technically and as best suited to the audience.
• Shares information and knowledge to improve own and others contribution to the business.
• Coaching mindset.

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