Mgr, Customer Solutions

About the Role

Join UCT and be part of the fastest-growing sector in the world! We indirectly touch every semiconductor chip that goes into every smartphone, smart car, and device that uses artificial intelligence. This is a critical time for the semiconductor industry and for UCT—as technology evolves, we evolve with it. UCT is a diverse workplace where every talented employee is committed to continuous innovation, challenging the status quo, and exceeding customer expectations. If you are a person with a relentless drive to succeed, a strong focus on quality, and a passion for success—join us today!

The Manager, Customer Solutions leads a team dedicated to delivering an exceptional customer experience throughout the order lifecycle. This role oversees customer support operations, escalates and resolves complex issues, and partners closely with Sales, Operations, Engineering, Quality, and Finance to ensure timely order fulfillment and issue resolution. By driving process standardization, analyzing performance metrics, optimizing workflows, and leading customer-focused improvements, the manager enhances service quality, operational efficiency, and customer retention. The role also develops team capability, manages staffing and workload planning, and serves as a key liaison for strategic customer relationships and critical business needs.

Responsibilities

• Lead and manage the team of Customer Solutions Specialists (CSS), including key organizational and HR responsibilities.
• Oversee the training and onboarding of new hires.
• Engage with customers for escalation and critical requirements.
• Escalation management—present, develop, and execute corrective action plans to address the root cause of issues.
• Ensure timely and accurate order processing through effective team supervision and workflow management.
• Work closely with the Sales/Commercial team to align on customer requirements.
• Analyze performance metrics and customer-related trends to identify areas for improvement and optimization.
• Summarize and analyze required reports for management.
• Develop and utilize performance metrics to drive team productivity and process efficiency.
• Support the annual Customer Solutions budget process.
• Provide ongoing workload evaluation to ensure sufficient support.
• Provide staff scheduling and planning for weekends, emergencies, vacations, unscheduled absences, and holidays.
• Support the quotation process by ensuring timely, accurate, and customer-aligned quote delivery.
• Perform additional duties as assigned.

Requirements

• Bachelor’s degree or equivalent experience.
• Minimum 5 years of customer service experience.
• Knowledge of customer service procedures and systems.
• Excellent leadership, communication, and problem-solving skills.
• Ability to manage cross-functional relationships and resolve conflicts effectively.

Preferred Qualifications

• Minimum 3 years of supervisory experience.
• Semiconductor industry experience a plus.
• Ability to manage and lead teams across multiple locations or sites.
• Skilled in developing and documenting standardized work procedures and job aids.
• Ability to create clear and effective operational instructions and process documentation.

Skills

• Proven record of building and guiding high-performing teams.
• Ability to collaborate on cross-regional, cross-functional, cross-business teams.
• Experience in coaching, training, and development of customer solution staff.
• Change champion with the ability to drive change.
• Ability to develop and use metrics to drive productivity and performance.
• Excellent written and verbal communication skills across all levels of the organization.
• Proven strong analytical and problem-solving skills with a proactive approach to issue resolution.
• Ability to influence others and inspire team motivation and engagement.
• Dispute resolution skills.

Travel

Less than 10%.

Pay

The pay range for this position at commencement of employment is expected to be between $109,600.00 and $142,000.00 per year. Base pay offered may vary depending on market location, job-related knowledge, skills, and experience. The total compensation package may also include variable pay, discretionary awards, and a full range of medical, financial, and/or other benefits (including 401(k) eligibility and paid time off such as PTO and parental leave).