Senior Manager Customer Service
Infineon
Full-time
On-site
Andover, Massachusetts, United States
$127,200 - $174,900 USD yearly
As the Head of Customer Service for IR HiRel, you are responsible for leading our customer service strategy in the Aerospace and Defense market globally. This position is a highly visible role that demands a strategic thinker who can help shape the future of our customer service organization. This position requires high integrity, attention to detail, knowledge of export control requirements, strong communication skills and the ability to function calmly in a high stress environment.
Job Description
As the Head of Customer Service for IR HiRel your focus will be on creating tools, strategies, and processes that improve efficiency, while maximizing our customer experience and contributing to our profitable growth plan. To do this you will need to transform our customer service organization to be an integral part of our proactive go-to-market strategy which will require an in-depth understanding of our customers, products, and G2M strategy.
Core Responsibilities:
Your Profile
You are best equipped for this task if you have:
#WeAreIn for driving decarbonization and digitalization.
As a global leader in semiconductor solutions in power systems and IoT, Infineon enables game-changing solutions for green and efficient energy, clean and safe mobility, as well as smart and secure IoT. Together, we drive innovation and customer success, while caring for our people and empowering them to reach ambitious goals. Be a part of making life easier, safer and greener.
Are you in?
We are on a journey to create the best Infineon for everyone.
This means we embrace diversity and inclusion and welcome everyone for who they are. At Infineon, we offer a working environment characterized by trust, openness, respect and tolerance and are committed to give all applicants and employees equal opportunities. We base our recruiting decisions on the applicant´s experience and skills. Learn more about our various contact channels.
We look forward to receiving your resume, even if you do not entirely meet all the requirements of the job posting.
Please let your recruiter know if they need to pay special attention to something in order to enable your participation in the interview process.
Click here for more information about Diversity & Inclusion at Infineon.
Driving decarbonization and digitalization. Together.
IR HiRel Products Inc., is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), gender identity, national origin, ancestry, citizenship, age, physical or mental disability, legally protected medical condition, family care status, military or veteran status, marital status, domestic partner status, sexual orientation, or any other basis protected by local, state, or federal laws.
Employment at Infineon is contingent upon proof of your legal right to work in the United States under applicable law, verification of satisfactory references and successful completion of a background check and drug test, and signing all your on-boarding documents.
In some instances, if applicable, U.S. export control laws require that Infineon obtain a U.S. government export license prior to releasing technologies to certain persons. This offer is contingent upon Infineon's ability to satisfy these export control laws as related to your employment and anticipated job activities. The decision whether or not to submit and/or pursue an export license to satisfy this contingency, if applicable, shall be at Infineon's sole discretion.
Infineon Technologies takes data privacy and identity theft very seriously. As such, we do not request personally-identifiable information (PII) from applicants over the internet or electronically. Please kindly refrain from disclosing your PII electronically during the application process or to unauthorized websites that may purport to be Infineon or any of our affiliates.
This position requires access to documentation that is controlled by the export laws of the United States. Candidates are required to provide proof of either US citizenship, Permanent US residency or classification as a protected individual as defined in 8USC 1324b(a)(3).
The Wage range that the company expects to pay for a qualified candidate in the United States is:
Leominster or Andover, MA Minimum of $127,200 salary per year / Maximum of $174,900 salary per year
In addition, all employees will be eligible to participate in an incentive plan.”
#LI-TG1
Job Description
As the Head of Customer Service for IR HiRel your focus will be on creating tools, strategies, and processes that improve efficiency, while maximizing our customer experience and contributing to our profitable growth plan. To do this you will need to transform our customer service organization to be an integral part of our proactive go-to-market strategy which will require an in-depth understanding of our customers, products, and G2M strategy.
- Your experience in semiconductor sales, customer service management, and ability to support a collaborative, innovative, resilient culture will be will be instrumental in your success.
Core Responsibilities:
- Enable the customer service team to manage day-to-day customer communications including: quotes, orders, return requests, escalations (pricing, pull-in’s, push out’s, cancelations), and quality issues
- Manage and develop the customer service team to achieve individual and team targets while ensuring 100% business continuity around customer services core responsibilities
- Partner with marketing to ensure alignment and communication around our G2M product strategy to ensure we provide one message to the customer and sales
- Partner with other HiRel functions, IT, and Infineon teams to as needed to drive our G2M strategy forward
- Deploy people, tools and process effectively to enable a best in class quote and order entry performance in terms of timeliness,efficiency, and business intelligence
- Define and execute a customer service strategy that builds a stronger understanding of the customer needs to better contribute to the overall G2M strategy
- Understand strategic and key customer needs in terms of product mix and key programs to be able to adapt our customer service strategy to maximize business results
- Build a high-performing customer service team by identifying leadership potential, fostering career development, and building a bench
- Streamline and continuously optimize our customer service processes to improve efficiency, enhance accountability, improve business results,and improve response time to customers
- Develop and regularly monitor key KPI’s in terms of quote and order volume, response time, and critical portfolio changes (ie..price, newproduct, etc..)
- Be able to articulate our G2M strategy and value to our customers to Sr. Leadership internally and externally
- Instill a speak-up culture of excellence, innovation, and resilience within your team
- Drive an intense focus around connecting open opportunities to quote to bookings to ensure we capturing and maximizing our market share
- Establish and foster Sr. level relationships at our strategic customers procurement teams
- Establish a long-term optimal organization, identify steps to get there, and drive the necessary actions to get us there
Your Profile
You are best equipped for this task if you have:
- Experience communicating and presenting to executive leadership around complex topics
- Experience making data-driven decisions and effectively use key performance indicators to measure success
- Ability to come up with simple solutions to complex problems with minimal direction
- Strong communication, organizational, and prioritization skills
- A can-do attitude, consistent follow through, resourcefulness, and attention to detail
- Ability to manage change to result in positive outcomes
- Ability to manage complex topics and execute to against a clear action plan
- 15+ years of experience in customer service and/or inside sales preferably in semiconductors
- 5+ years of management experience in customer service and/or inside sales
- Bachelor’s degree in related field of study
#WeAreIn for driving decarbonization and digitalization.
As a global leader in semiconductor solutions in power systems and IoT, Infineon enables game-changing solutions for green and efficient energy, clean and safe mobility, as well as smart and secure IoT. Together, we drive innovation and customer success, while caring for our people and empowering them to reach ambitious goals. Be a part of making life easier, safer and greener.
Are you in?
We are on a journey to create the best Infineon for everyone.
This means we embrace diversity and inclusion and welcome everyone for who they are. At Infineon, we offer a working environment characterized by trust, openness, respect and tolerance and are committed to give all applicants and employees equal opportunities. We base our recruiting decisions on the applicant´s experience and skills. Learn more about our various contact channels.
We look forward to receiving your resume, even if you do not entirely meet all the requirements of the job posting.
Please let your recruiter know if they need to pay special attention to something in order to enable your participation in the interview process.
Click here for more information about Diversity & Inclusion at Infineon.
Driving decarbonization and digitalization. Together.
IR HiRel Products Inc., is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), gender identity, national origin, ancestry, citizenship, age, physical or mental disability, legally protected medical condition, family care status, military or veteran status, marital status, domestic partner status, sexual orientation, or any other basis protected by local, state, or federal laws.
Employment at Infineon is contingent upon proof of your legal right to work in the United States under applicable law, verification of satisfactory references and successful completion of a background check and drug test, and signing all your on-boarding documents.
In some instances, if applicable, U.S. export control laws require that Infineon obtain a U.S. government export license prior to releasing technologies to certain persons. This offer is contingent upon Infineon's ability to satisfy these export control laws as related to your employment and anticipated job activities. The decision whether or not to submit and/or pursue an export license to satisfy this contingency, if applicable, shall be at Infineon's sole discretion.
Infineon Technologies takes data privacy and identity theft very seriously. As such, we do not request personally-identifiable information (PII) from applicants over the internet or electronically. Please kindly refrain from disclosing your PII electronically during the application process or to unauthorized websites that may purport to be Infineon or any of our affiliates.
This position requires access to documentation that is controlled by the export laws of the United States. Candidates are required to provide proof of either US citizenship, Permanent US residency or classification as a protected individual as defined in 8USC 1324b(a)(3).
The Wage range that the company expects to pay for a qualified candidate in the United States is:
Leominster or Andover, MA Minimum of $127,200 salary per year / Maximum of $174,900 salary per year
In addition, all employees will be eligible to participate in an incentive plan.”
#LI-TG1