Director of Customer Success & Support Services

Description: SUMMARY: The Director of Customer Success and Support Services is a senior leadership role responsible for overseeing and directing all aspects of after-sales support, including spare parts sales, customer training, and technical support for capital equipment. This role ensures that the after-sales functions are strategically aligned with company objectives and deliver exceptional value to customers while driving operational excellence. ESSENTIAL DUTIES AND RESPONSIBILITIES: Strategic Leadership: Develop and execute the strategic vision for after-sales support services to enhance customer satisfaction and loyalty. Lead and mentor a team of managers and staff involved in after-sales support, spare parts sales, customer training, and technical support. Collaborate with executive leadership to align after-sales strategies with overall business goals Field Service: Oversee the development and implementation of service policies, procedures, and best practices to ensure high-quality support. Monitor and optimize service delivery processes to improve efficiency and effectiveness. Ensure timely resolution of customer service issues and effective management of service contracts Develop tracking metrics for service capabilities within internal team as well as distribution partners Develop service products and promote within customer base and improve department’s financial performance. Parts and Upgrades Sales and Management: Analyze sales data and customer feedback to identify opportunities for improvement and growth in spare parts sales Develop parts products such as spares kits, PM kits Develop and track platform specific upgrade packages and relevant collateral Implement customer pricing lists to maximize margins in different regions Collaborate with supply chain and procurement teams to ensure the availability and cost-effectiveness of spare parts. Training: Oversee the creation and execution of comprehensive training programs for customers, focusing on equipment operation, maintenance, and troubleshooting. Ensure the development of high-quality training materials and resources. Evaluate training effectiveness and make improvements based on customer feedback and performance metrics. Technical Support Provide strategic direction for the technical support operations, ensuring prompt and effective resolution of technical issues. Foster strong relationships with engineering and product development teams to address technical challenges and drive product improvements. Develop and implement initiatives to enhance the technical support team's capabilities and performance Customer Relationship Management: Build and maintain strong relationships with key customers, understanding their needs and ensuring their expectations are met. Analyze customer feedback and service performance metrics to identify trends and areas for improvement. Develop strategies to address customer concerns and enhance overall satisfaction Reporting and Analystics Prepare and present regular reports on after-sales support performance, spare parts sales, and training outcomes to senior management. Utilize data and analytics to drive decision-making and strategic planning. Projects as assigned. It is every employee’s responsibility to be aware of the applicable Safety & Health, Quality and Environmental Process of the company. SUPERVISORY RESPONSIBILITIES: Positions which report directly to this one: Field Service Manager, Technical Support Manager, Parts Sales Manager Requirements: QUALIFICATIONS: Bachelor’s degree in Engineering, Business Administration, or a related field. MBA preferred. Seven to ten years experience in Technical Support Management, Customer Service Management or other related fields. Deep understanding of capital equipment and related systems, with strong technical expertise. Semiconductor equipment experience highly desirable Three to five years of personnel management experience necessary