Director of Global Operations

Strategic Customer Support & Operations Manager

This is a rewarding, challenging, and unique role as a strategic customer support & operations manager for all activities globally in assigned account. In this role, you'll connect and integrate all products from the product units (PUs) into a cohesive ecosystem or solution that meets the customer's needs. You will be responsible for supporting the global account sales team in both tactical and strategic activities. As part of the team, you will be responsible for overseeing the activities on both the applications and support side. You will ensure that projects and installations are being completed efficiently and timely and coordinated seamlessly. You will be responsible for developing customer relationships, ensuring execution from Q2C, achieving synergy with global business partners including business units/product units, sales, marketing and numerous functional partners both regionally and globally. Candidate must be able to provide guidance and leadership to the sales team enabling them to continuously achieve forecast targets, maximize growth, revenue and profit.

Responsibilities:

• Escalation management. Develop and manage relationships with customers, executives, functional partners both internal and external with ability to influence decisions
• Advanced communication skills are essential for creating and presenting executive-level operations and project summaries.
• Host account reviews to develop operational strategies for the account. Use KPIs to focus on issues and drive change.
• Establish new processes. Need to be a change agent.
• Make the case for roles & responsibilities (R&R) changes and additional resource allocations
• Proven success managing and influencing employees and functional business partners in a global environment
• Manage ramp and installation plans and can work closely internal and external teams in Asia
• Provide customer inputs to product development and field service teams for roadmap planning, product strategy, and product gaps including OSAT requirements
• Ability to actively listen, and understand the customer's concerns, and/or the concerns being raised by our own teams by work closely with applications and field service managers
• Ability to provide internal teams appropriate direction and guidance, that can coincide with existing initiatives and expected deliverables at local and global levels, when applicable
• Provide customer feedback and ability to help find a common ground when teams are at an impasse to keep efforts moving forward.
• Manage internal and external vendors

Additional Responsibilities Include:

• Proficient in problem solving/root cause analysis using fishbone, 8Ds, 5 Whys, etc
• Drive HW & SW transitions to new revisions
• Program management
• Assist in account roadmap activities and coordination

Minimum Qualifications:

• 5+ years of expertise in supporting a sales team
• 10+ years of expertise in delivering applications and production support services
• 10+ years of expertise in technology
• Strong business acumen and negotiation abilities
• Strong proven written and verbal communication skills
• Proven track record supporting global customer teams
• Ability to lead, present, influence and drive change at all levels
• Combined experience in business, field sales, applications, engineering, marketing, business development or global strategic account management in the semiconductor capital equipment industry
• Travel required
• BS in engineering or business required
• Proficient in change management, incident management, and project management tools

Preferred:

• Master's in business
• Project management professional (PMP)