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 a.kumar@ioassociates.co.uk.