Director, Customer Support Europe

Job. No: 2019/047 Category: Customer Support Branch: Newport, UK Location: Newport Wales or Central Europe
Education Degree Language English

What will your job look like?

As Director, Customer Support Europe you will be a key member of the Customer Support Management team at SPTS Technologies Ltd..

The position requires an experienced individual with a proven record in customer management including experience I&W management, strategy planning and execution and maintaining and developing critical customer relationships in a technical setting. Experience in change management, continuous improvement and cultural development as well as exposure to the semiconductor capital equipment market would be a distinct advantage for this role.

The position will be based from either SPTS Central Europe or SPTS Newport. Travel of up to 50% of the time will be required to carry out the role.


Key Responsibilities

Key areas of responsibility as part of this role include but are not limited to:

  • Management of the European Customer Support team – Field Service, Applications and SSU sales.
  • Leading sales and business development activities to expand the business portfolio and revenue streams 
  • Developing and maintaining critical customer relationships
  • Directing strategic planning and implementation of the field organisation
  • Ensure demand / capacity resource balance is maintained to optimise the business
  • Direct the team to review and continuously improve current operational processes, procedures and documentation with a view to improving overall customer satisfaction
  • Support the cultural and skill development of the management team and organization
  • Financial planning and reporting

Key Activities

  • Lead all functional areas to achieve KPI goals and objectives
  • Lead and develop talent as required to meet organization needs
  • Formulate business strategy for growth and profit
  • Exceed the current level of customer satisfaction on an annual basis
  • Direct functions and performance to meet agreed customer deliverables

What will you need to succeed?

 

Qualifications

  • Degree qualified in a relevant discipline or significant relevant technical/business management experience.

Experience

  • Managing a regional Customer Support organisation at a senior manager/director level for a significant period of time
  • Relevant experience and proven record of accomplishment in a similar position and function.
  • Background in the semiconductor capital equipment market would be an advantage.
  • Sales experience in a business development mode
  • Demonstrated success in running a fully functional business
  • Successful development and implementation of organisational growth strategies

Key Skills & Attributes

  • Leadership
  • People and team management and development
  • Goal oriented
  • Strong communicator
  • Customer relationship building

Required Knowledge

  • General knowledge of the semiconductor industry.
  • Demonstrated knowledge of all business support functions
  • Customer account and management skills.
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