Customer Support Manager
About the Role
The Customer Support Manager is responsible for achieving excellent service performance to maximize the sales potential of Nexperia products by leading a customer support team and driving continuous service improvements for both internal and external customers. The role serves as a key driver of operational performance and progress within the support organization. Success in this position requires strong collaboration with Sales, Quality Engineering, Product Management, and customers to ensure exceptional service delivery. Strong leadership, organizational skills, strategic planning, and customer-focused solutions are critical to achieving business objectives.
What You Will Do
- Act as the interface between Sales, Marketing, and Business Group Quality (PQE) teams for customer request activities.
- Define, monitor, and implement key performance indicators (KPIs) to proactively identify operational gaps and drive corrective actions.
- Ensure electrical, chemical, mechanical, thermal, and legal product information is provided accurately and on time to internal and external customers.
- Collaborate with wafer fabs, assembly sites, development teams, marketing, and quality organizations to gather and deliver customer-requested information.
- Support customers by providing technical and product-related information in a timely and professional manner.
- Maintain accurate documentation, knowledge repositories, and training materials.
- Create customer-specific documentation and complete customer questionnaires or forms as required.
- Safeguard and coordinate the Product Change Notification (PCN) process.
- Support PCN release projects and ensure timely communication to stakeholders.
- Monitor, track, and report PCN-related KPIs and performance metrics.
- Lead continuous improvement initiatives related to customer requests, support processes, and PCN workflow management.
- Drive operational excellence while fostering strong cross-functional teamwork and customer satisfaction.
What You Will Need
- Bachelor's degree in engineering or a related technical discipline.
- 8 years of experience in the semiconductor industry, including people management responsibilities.
- Excellent analytical and problem-solving abilities.
- Strong planning, organizational, and project management skills.
- Effective stakeholder management and interpersonal skills.
- Ability to balance competing priorities and business needs across different functions.
- Creative, proactive, and assertive approach to problem-solving.
- High level of quality awareness and customer focus.
- Proven leadership capabilities with experience leading and developing teams.
- Ability to work effectively in a fast-paced, global, and cross-functional environment.
Why Work for Us
- Why work for us:
- Competitive salary and benefits package
- Opportunities for professional development and growth
- A commitment to workplace safety and employee well-being
- An innovative and dynamic work environment
Talent acquisition based on Nexperia vacancies is not appreciated. Nexperia job adverts are Nexperia copyright © material and the word Nexperia® is a registered trademark.
D&I Statement
As an equal-opportunity employer, Nexperia values diversity not just because it is the right thing to do but because diverse teams perform better. We are dedicated to being inclusive, and a proof point of this dedication is that we were the main partner of the very first Dutch Paralympic Team NL House during the Paris 2024 Paralympic Games. Our recruitment process is inclusive and accessible to all, and we consider all applicants fairly, as well as providing a safe work environment and reasonable adjustments where requested.
In addition, we offer our colleagues the possibility to join employee resource groups such as the Pride Network Group or global and local Women's groups. Nexperia is committed to increasing women in management positions to 30% by 2030.