Customer Support Director Operations

The organisation

Global manufacturer in the semiconductor industry.

The position

The Customer Support Director Operations is responsible for the operational and tactical support to the field teams in Asia, US and EU as well as for the site escalations around the globe. You will define the standards for the CS EUV (extreme ultraviolet) operational support and ensure a high level of acceptance of these standards by all stakeholders worldwide and cross sector.

As part of this responsibility you will own all CS EUV blueprints and standards applicable for service execution, in the local teams as well as CS headquarters in the Netherlands and America. Your team will drive the roadmaps underneath these standards as well as the compliance. 

Your true challenge and success will be to define the key processes and standards for impact, including the improvements needed, both within the CS organization as well as requirements towards other sectors, to be able to achieve the EUV Service business targets. With your team you will define the strategy and roadmap, manage stakeholders and secure implementation. 

Tasks & responsibilities

• Create the vision of best-in-class CS EUV operational organization and define the strategy to come to high operational standards for the CS EUV organizations both from a capacity and capability dimension which are required to achieve the CS service business targets;
• Professionalization of the service execution by structuring the global service operations, manage to cost and improve efficiency in the operation. 
• Develop, deploy and maintain operational standards together with the team and manage the creation implementation and adherence of these standards;
• Assume the global responsibility for escalation execution for the EUV platform within the CS organization – own the above site escalations provide 7*24 hrs competency support for the local site teams, act as linking pin between field operations and D&E support for escalations.

Candidate profile

• MBA or Master degree in business management or (industrial) engineering; 
• 10-15 years’ experience in complex industry and (worldwide) operations;
• Several years’ experiences with and in Operations Service and Control or Performance Improvement projects within a world wide support organization;
• Excellent in managing (end)-customer communication and stakeholder management;
• High level of personal ownership, initiative and drive;
• Capable of setting up successful collaboration with and between stakeholders (Global Logistics, EUV factory, CS Upgrades), multidisciplinary teams as well as within own team;
• Capable of influencing people without formal authority at senior management levels;
• High level of personal leadership skills and well developed coaching skills;
• Able to analyse working methods/business processes, define and drive improvements, combined with a hands-on mentality;
• Cultural awareness and the ability to work with different cultures;
• Willing to travel regularly (up to 30%) to CS local teams in US and Asia;
• Fluent in English, other languages are an advantage.

Terms & conditions

Competitive compensation package.

Interested?

You can apply to this position by using the link below. For more information you can contact Janne Gommers at + 31 (0)629389283.