Sr. Mgr, Customer Support Operations

The group you'll be a part of

The Customer Support Business Group focuses on enabling our customers with premier customer support throughout their lifecycle with Lam. We drive performance, productivity, safety, and quality of customers installed base performance and deliver service and lifecycle solutions for their most critical equipment and processes.

Responsible for Customer support management for an European Account.

Assumes responsibility for the development and achievement of customer satisfaction, Install base management and differentiation, Customer Support Business Group (CSBG) product sales, customer service support, business growth and profit objectives for the Account through the execution of business plans and strategies.

Provides leadership and managerial guidance to the direct reporting staff.

• Professionally represents the company to the customer; develops and maintains good customer relations. Analyses customer problems and needs, evaluates product and service performance and generates action plans.
• Develop and execute plans to ensure installed base performance strategies are achieved. Establish and continually align/validate and deliver on installed base performance metric success criteria.
• Assure management structure, competencies and capabilities of the account operation organization are able to efficiently execute consistent to the set objectives.
• Ensure Account workforce, e.g. Field Service Engineers, Field Process Engineers, are adequately sized, trained, distributed and flexible enough to support Customer growth plans. Ensure succession plans are in-place through the hiring, retention and development of high potential candidates.
• Provides guidelines and proposes solutions to Local/Focus Site and Service Managers to identify, define and implement new contract offerings to the customers.
• Provides technical advice and assistance to the customers and company on all aspects of equipment service and organizes adequate activities. Keeps contact with Field Service of Local/focus teams to use available knowledge base.
• Accountable for KPIs and service performance and provides plan and corrective actions to local account sites to improve KPIs and Tool performances.
• Responsible for Account SSO (Spares, Service and Others) forecast & execution.
• Responsible for Service contract SoW (Scope of Work) execution and recovery.
• Monitors and supports all action plans which will be defined and executed to achieve KPIs objectives.
• Accountable for Direct Field Service Operating expenses, Profit&Loss and CSBG Revenue and margin for the account in order to prepare and present these figures at Quartely Customer Reviews, Quartely Forecast Reviews, Operations Reviews Meetings.
• Owns Installation&Warranty execution, plans for spending reduction. Responsible for Customer start-up plans and performance to target (both in time and $’s).
• Promote strategy for Advance service and productivity adoption and deployment in service product

• Diploma or University Degree/Bachelor/Masters degree or equivalent with 10+ years experience in semiconductor equipment industry and with 7-8 years of management experience.
• Experience in managing metrics & accountability systems including advanced financial/budget planning - (prepare, present and execute business plans)
• Problem Solving and Project management skills expertise
• Strategic thinking
• Experience in working in collaboration with across regions and business units
• Role model in Companies Core Values
• Self Management (time management, prioritizing…)
• Flexibility and adaptability
• Excellent written/verbal communication including strong presentation skills
• Internal and external service orientation required

• Advanced…