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Success Starts Here

As a leading global supplier of wafer fabrication equipment and services to the semiconductor industry, Lam Research develops innovative solutions that help our customers build smaller, faster, and more power-efficient devices.

This success is the result of our employees' diverse technical and business expertise, which fuels close collaboration and ongoing innovation.

Join the Lam Research team, where you can write your own success story. Come help us solve our customers' toughest problems and be part of a company that plays a vital role in the future of electronics.

Lam Research - a company where successful people want to work.

Customer Support Operations Manager

Date: Jun 27, 2018

Location: Remote, DE, 0

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Position Summary:

 

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.

 

Primary Responsibilities:

 

  • 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 guide lines and proposes solutions to Local/Focus Site Managers and Field Supervisors to identify, define and implement new contract offerings to the European account.
  • 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).

 

Position Qualifications and Experience

 

  • Diploma or University Degree/Masters
  • 10+ years experience in semiconductor equipment industry, 7-8 years management experience
  • Managing metrics & accountability systems including advanced financial/budget planning – (prepare, present and execute business plans)
  • Advanced customer interface skills
  • Advanced people management skills  (Delegation, Influencing, leading change)
  • Problem Solving and Project management skills expertise
  • Strategic thinking
  • Working in collaboration with others Regions/Business Units
  • Role model in Core Values
  • Self Management (time management, prioritizing…)
  • Flexibility and adaptability
  • Excellent written/verbal communication including strong presentation skills
  • Availability for frequent business travels (regional and international) 
  • Internal and external service orientation required
  • Fluent in German and English – Additional language would be a plus

 

Location: Southern Germany near a major Airport or Dresden

 

For our account we are seeking an experienced, self-driven and creative person. If you would like to work in a fast moving high-tech and developing environment and you are interested in technical as well as business challenges then you are the right person for our team. Remuneration package includes competitive salary, company car, company pension scheme and fitness support program.

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