Sr. Service Manager (Semiconductor Equipment)

Location: Tainan
People Management Role. 

Key Responsibilities

1. Oversee and manage all business operations at the assigned account site, including customer support planning and execution, customer satisfaction, profit and loss, and budget management.
2. Act as the primary liaison between the company and the customer for service-related products. Communicate service strategies, collaborate with business units and account teams to identify tailored solutions for customer needs, and ensure that these programs and processes address critical challenges for the business and align with organizational goals.
3. Establish and track performance metrics, providing regular reports on the site's progress toward achieving business unit and account-specific objectives.
4. Lead and develop the workforce to ensure they have the necessary skills and capabilities to meet current and future customer service demands. Take responsibility for individual and team development as well as employee satisfaction.
5. Exhibit a strong, positive attitude and demonstrate the ability to work collaboratively in a team environment or independently. Lead meetings, guide colleagues, and promote excellent internal relations within the organization.
6. Serve as a system expert to address field issues, with the ability to travel domestically and internationally on short notice when required.

Experience / Requirements

1. Over 10 years of experience Customer Service and Technical Support in Semiconductor Industry.
2. Proven expertise as a change agent, with experience driving change and managing transitions in dynamic environments, particularly involving product innovation and introduction.
3. Strong sense of personal accountability, initiative, and motivation; acts as a role model and mentor while fostering the development of customer service skills within the team.
4. Skilled at influencing stakeholders without formal authority, including management-level individuals; unafraid to address challenging situations or conflicts.
5. Demonstrates advanced leadership and coaching abilities with well-developed organizational skills. Capable of analyzing workflows and business processes to identify and implement improvements, complemented by a hands-on approach.
6. Exceptional communication skills in English (verbal and written), with the ability to clearly articulate issues to colleagues, management, or customers.
7. Adept at resolving complex situations and restoring customer confidence.
8. Works effectively in a fast-paced, multifunctional environment, handling complex problems independently and collaborating across departments.
9. Exceptional multitasking abilities, with experience organizing and leading meetings effectively.
10. Highly skilled in electrical and mechanical techniques, with comprehensive knowledge of hardware, software, and process systems.