Mgr, Customer Solutions

About the role

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 with a passion for success - join us today! UCT is looking for a talented Manager, Customer Solutions to join us in Fremont, CA!

Responsibilities

• Lead and manage the team of Customer Solutions Specialists (CSS) team, including key organizational and HR responsibilities.
• Oversee the training and onboarding of new hires.
• Engages with customers for escalation and critical requirements.
• Escalation management - Present, develop and execute corrective action plan to customers to address root cause of issue.
• Ensure timely and accurate order processing through effective team supervision and workflow management.
• Works closely with Sales/Commercial team to align on customer requirements.
• Analyzes performance metrics and customer-related trends to identify areas for improvement and optimization.
• Summarizes and analyzes other required reports for management.
• Develops and utilizes performance metrics to drive team productivity and process efficiency.
• Support annual Customer Solutions budget process.
• Provides ongoing workload evaluation to ensure sufficient support.
• Provides staff scheduling and planning for weekend, emergencies, vacations, unscheduled absences and holidays.
• Supports the quotation process by ensuring timely, accurate, and customer-aligned quote delivery.

Qualifications

• Bachelor's degree or equivalent experience.
• Minimum 5 years 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 Skills

• 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.
• 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 and ability to drive change.
• Ability to develop and use of 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.

Pay

The pay range for this position at commencement of employment is expected to be between $109,600.00 and $142,000.00/year; however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience.

Benefits

• Variable pay and discretionary awards
• Full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as PTO (Paid Time Off) and parental leave), dependent on the position offered

Schedule

Travel requirement: Less than 10%