Head of Customer Support

Head of Customer Support

Bochum, Germany
€90,000 per annum

iO Associates has partnered with an innovative Semiconductor Equipment Technology company to hire a Head of Customer Support who will build and lead a world-class global customer support organisation.

This is a unique opportunity to establish service operations from the ground up, ensuring customers across Europe and Asia receive exceptional support while helping drive the adoption of cutting-edge semiconductor manufacturing technology.

Key Responsibilities:

• Build and lead the global customer support organisation, including field service engineers and external service partners
• Define and implement regional service delivery models across key markets
• Recruit, train, and manage service engineers and partner networks
• Establish training and certification programmes for internal and external service teams
• Support machine installations and site acceptance tests (SATs) at customer locations
• Own service delivery, preventive maintenance programmes, breakdown response, and on-call support across multiple time zones
• Lead technical escalations and coordinate issue resolution with engineering teams
• Develop service infrastructure including spare parts management, logistics, service documentation, and maintenance procedures
• Implement service tracking systems, installed-base records, and remote diagnostic capabilities
• Define and monitor service KPIs including uptime, MTBF, MTTR, first-time fix rate, warranty costs, and customer satisfaction

Requirements:

• Degree in Engineering (Mechatronics, Electrical Engineering, Physics, or a related discipline) or equivalent technical qualification with significant industry experience
• Several years of field service experience within the semiconductor equipment industry, including leadership responsibility
• Strong understanding of semiconductor production environments, cleanroom operations, change control processes, and customer escalation management
• Experience working with global customers and service partner networks
• Hands-on, entrepreneurial mindset with the ability to support technical activities when required
• Commercial understanding of service contracts and spare parts operations
• Fluent English and German language skills; additional languages are advantageous
• Willingness to travel internationally on a regular basis

Why this role:

This is an opportunity to join a rapidly growing semiconductor technology business at a pivotal stage of its expansion and build a customer support function that will directly impact customer success and business performance. You’ll work with innovative manufacturing technology used across high-growth industries while shaping global service strategy, infrastructure, and customer experience.

If you’re interested, please send your CV to [email protected].

Disclaimer: Any remuneration stated in this advertisement is indicative and will be dependent on the successful candidate’s experience, skills and qualifications. Final remuneration will be agreed with the successful candidate and will be subject to the terms of the contract.