About the job
We are looking for a high-impact Customer Support Manager to operationalize and scale CI-SEMI’s global customer support function for our advanced analyzers and monitors deployed at leading semiconductor fabs.
This role is mission-critical: you will be the single point of accountability for customer experience, post-sale support, issue resolution, system documentation, and field-service coordination.
You will architect support workflows, drive service readiness for every system shipped, manage the global issue-tracking pipeline,
and serve as the operational bridge between customers, engineering, operations, and product management.
Customer Support Leadership
- Serve as CI-SEMI’s primary contact for all customer service requests—owning response quality, SLA adherence, and escalations.
- Oversee the full lifecycle of support cases: logging, prioritization, assignment, follow-up, resolution, and post-mortems.
- Build and maintain a real-time dashboard of open issues, including MTTR, response time, and customer-satisfaction metrics.
- Drive remote troubleshooting processes for analyzers installed at TSMC, Intel, Micron, and other global fabs.
Service Operations & System Documentation
- Maintain comprehensive logs for every shipped system: backups, configurations, software builds, logs, maintenance records.
- Ensure customers always receive complete and accurate system documentation, release files, and operational procedures.
Cross-Functional Coordination
- Align with Engineering and Product on recurring field issues, feature gaps, and roadmap implications.
- Track all field failures and escalate systemic or high-impact issues directly to the Product Manager and R&D.
Quality & Release Control (Light QA/QC Scope)
- Oversee system release readiness: confirm documentation, software versions, QC reports, and configuration files are complete prior to shipment.
- Participate in ECO (Engineering Change Order) reviews to ensure support implications are fully understood and documented.
Preferred Qualifications:
- Passionate about resolving problems and challenges to address the customers’ needs, equipment and processes improvements.
- Background in semiconductor process equipment, metrology, or wet-chemical systems.
- Hands-on experience with system logs, release files, documentation pipelines, and spare-parts catalog management.
- Familiarity with quality standards (ISO 9001, SEMI Standards).
Required Qualifications & SkillsRequired Qualifications & Skills
- Engineering or technical degree (BSc or practical engineer), or equivalent experience.
- 3+ years in customer support, field service, or technical operations—preferably in semiconductor equipment or high-tech manufacturing.
- Strong technical understanding of complex electromechanical or analytical systems.
- Proven ability to manage customer interactions with professionalism and urgency.
- Excellent organizational skills, methodical documentation habits, and operational discipline.
- Experience with ERP/CRM systems; Priority experience is a significant advantage.
- Strong communication skills and the ability to interface directly with Tier-1 fabs and global service teams.