The Director of Customer Support – North America is a strategic leadership role responsible for overseeing the company’s largest service organization across the United States, including major semiconductor customers, university partners, and regional service hubs. This leader will guide a team of 130-150 employees across multiple locations, with a primary focus on strengthening customer partnerships, elevating service delivery, driving escalation resolution, and building a scalable, high-performance support organization. This role requires a proven semiconductor operations leader who has led large teams in a 24/7 fab support environment, navigated complex customer relationships, and built trust at the executive level. The Director will shape the long-term structure of service platform in North America.
RESPONSIBILITIES
- Lead all North American Customer Support operations across multiple locations, including Oregon, Arizona, New Mexico, Idaho, and key university and research partners.
- Provide vision, structure, and consistent leadership to Regional Field Service Managers, Site Coordinators, Support Engineers, Parts & Logistics, and Administrative teams.
- Define and implement service strategies that enhance uptime, customer satisfaction, and operational efficiency across all major accounts.
- Serve as a senior escalation authority for companies’ most critical customers, particularly Intel, ensuring rapid response, transparent communication, and long-term resolution.
- Oversee the commercial and operational delivery of service offerings, including service contracts, training programs, spare parts, and field interventions.
- Partner with Technology, Sales, and Operations leadership to align resources, forecast needs, and anticipate future customer expectations.
REQUIREMENTS
- 7+ years of progressive leadership in semiconductor equipment, capital equipment, or high-tech manufacturing service environments.
- Direct experience leading large, multi-site service or customer operations teams (100+ employees) in a 24/7 manufacturing support setting.
- Proven track record managing key strategic accounts, ideally including Intel or equivalent tier-one fabs.
- Deep operational understanding of field service, engineering support, parts and logistics, and contract delivery.
- Bachelor’s degree in Engineering, Technical Management, or related field required; advanced degree preferred.
COMPENSATION
A meaningful compensation package will be developed for the successful candidate that includes a base salary plus performance-based bonus.