{"id":2325750,"url":"https://alion.io/job/nearfield-instruments-senior-manager-global-customer-support","title":"Senior Manager Global Customer Support","company":{"id":174218,"name":"Nearfield Instruments","domain":"nearfieldinstruments.com","url":"https://alion.io/company/nearfield-instruments","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Recruitee","truth_index":{"grade":"B","score":77,"open_postings":61,"ghost_share":0.295,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":125,"computed_at":"2026-10-25T05:49:26Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Rotterdam, Netherlands"],"countries":["NL"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":48000,"max_usd":99000,"period":"year","method":"role_seniority_country_cell","sample_n":9},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-12T07:12:11Z","employer_posted_date":"2026-10-12","last_verified_at":"2026-10-26T01:18:23Z","board_verified":true,"closed_at":null,"days_open":13,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":12},"description":"About Nearfield Instruments\nNearfield Instruments develops advanced metrology solutions for the semiconductor industry. Our technology helps the world's leading chipmakers measure and control increasingly complex manufacturing processes, enabling the next generation of semiconductor innovation.\nFounded in 2016, we have grown from an ambitious start-up into a rapidly expanding global scale-up. As our installed base grows across Europe, North America, and Asia, we continue to strengthen the global organization that supports our customers throughout the entire lifecycle of our systems.\nTo support this growth, we are looking for a Senior Manager Global Customer Support who will build and scale the global support organization behind our customer success.\nWhat will you be doing?\nAs Senior Manager Global Customer Support, you will be responsible for building, leading, and continuously improving our global customer support organization.\nYou will create the structure, processes, and capabilities needed to support a growing installed base while ensuring customers receive world-class technical support throughout the lifecycle of our systems.\nThis role combines organizational leadership, technical support excellence, new product readiness, customer site enablement, and continuous improvement. You will work closely with Customer Service, Engineering, Product Management, Operations, and Quality to ensure Nearfield is ready to support its next phase of growth.\nRequirements\nYour responsibilities\n\nBuild and scale Global Customer Support\nDevelop and implement a scalable global customer support model.\n\nDefine organizational structures, governance, KPIs, and support processes.\n\nBuild the capabilities needed to support a rapidly expanding installed base.\n\nDrive operational maturity while maintaining the agility of a growing company.\n\nLead Global Technical Support\nBuild and lead the global technical support function supporting our Field Service teams.\n\nAct as a senior escalation point for complex customer and technical issues.\n\nImplement knowledge management, training, support tools, and best practices.\n\nIncrease support effectiveness and first-time-right resolution.\n\nDrive Site Start-Up & Enablement\nLead the global team responsible for customer site start-up and operational readiness.\n\nEnsure successful commissioning, qualification, ramp-up, and handover of new systems.\n\nDevelop standardized readiness criteria, training programmes, and handover processes.\n\nEnable customers to become operational and self-sufficient as quickly as possible.\n\nOwn Service Readiness for New Products\nDefine service requirements for new product introductions.\n\nEnsure documentation, tools, diagnostics, training, and spare parts are available before launch.\n\nEmbed serviceability and supportability into product development.\n\nCoordinate readiness activities across Customer Support, Engineering, Product Management, and Field Service.\n\nImprove Installed Base Performance\nDrive improvements in uptime, reliability, service efficiency, and customer satisfaction.\n\nUse customer feedback and field data to identify improvement opportunities.\n\nLead cross-functional continuous improvement initiatives.\n\nTranslate field learnings into sustainable improvements across products and processes.\n\nWhat do we expect from you?\nYou are an experienced service leader who enjoys building organizations, creating structure, and leading change in a fast-growing technology environment.\nYou know how to balance strategic thinking with hands-on execution and are comfortable operating in an environment where not everything is fully defined yet. You bring people together, build strong teams, and create alignment across multiple functions and regions.\nYou bring\nSignificant leadership experience in customer support, technical support, service operations, or field service within a high-tech capital equipment environment.\n\nProven experience building and scaling international service organizations.\n\nExperience leading customer-facing technical teams.\n\nBachelor's or Master's degree in Engineering, Physics, Mechatronics, Electronics, or a related technical field, or equivalent experience.\n\nStrong technical affinity and the ability to engage effectively with Engineering, Product Management, and Customer Service teams on complex technical topics.\n\nStrong understanding of technical support models, service readiness, system commissioning, qualification, and installed-base support.\n\nExperience leading geographically distributed teams.\n\nStrong stakeholder management and cross-functional leadership skills.\n\nThe ability to create clarity and structure in a scale-up environment.\n\nExcellent communication skills in English.\n\nWhat do we offer?\nAt Nearfield Instruments, you will have the opportunity to shape a global organization during an exciting period of growth.\nWe offer:\nThe opportunity to build and shape a global customer support organization during a critical phase of international growth.\n\nA highly visible leadership role with direct impact on customer success, operational excellence, and company performance.\n\nThe chance to work with some of the most advanced metrology technology in the semiconductor industry.\n\nA fast-paced scale-up environment where decisions are made quickly and your contributions have a tangible impact.\n\nSignificant ownership and freedom to define strategy, build capabilities, and drive change.\n\nClose collaboration with senior leaders across Engineering, Product Management, Operations, and Customer Service.\n\nThe opportunity to influence how future products are launched, supported, and adopted by leading semiconductor customers worldwide.\n\nAn international and ambitious team united by a shared passion for innovation and technology.\n\nExcellent opportunities for personal and professional growth as the company continues to scale globally.\n\nIn addition, we offer:\nA competitive salary aligned with your experience and expertise.\n\nA one-year contract with the intention of permanent employment.\n\nA strong pension scheme and commuting allowance.\n\n30 vacation days based on a full-time contract.\n\n8% holiday allowance.\n\nFlexibility to exchange public holidays for days that are meaningful to you.\n\nA structured onboarding programme.","description_format":"text","description_chars":6258,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Semiconductor Equipment"],"lifecycle":[{"event":"open","at":"2026-10-12T07:16:05Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":12,"expected_fill_days":125,"reasons":["conf:3","win:early"],"computed_at":"2026-10-25T05:49:26Z"},"pay":null,"html_url":"https://alion.io/job/nearfield-instruments-senior-manager-global-customer-support","json_url":"https://alion.io/job/nearfield-instruments-senior-manager-global-customer-support.json","meta":{"generated_at":"2026-10-26T01:31:46Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":1967,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-27T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":174218},"rest":"https://alion.io/mcp/rest/get_company?id=174218"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fnearfield-instruments-senior-manager-global-customer-support"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fnearfield-instruments-senior-manager-global-customer-support"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fnearfield-instruments-senior-manager-global-customer-support"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/nearfield-instruments-senior-manager-global-customer-support\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fnearfield-instruments-senior-manager-global-customer-support"}]}