Technical Program Manager - Customer Success (m/f/d)

NCSL International; Böblingen; Hybrid; EUR 90.000 - 130.000; Vollzeit

Zusammenfassung

NCSL International in Böblingen seeks a senior leader to drive complex customer-focused programs for semiconductor customers. You will coordinate between customers, engineering, service, quality, and management to deliver on scope and milestones, with clear communication and data-driven improvements.

Responsibilities include KPI monitoring, RCA/8D problem solving, and executive dashboards. Expect international travel (~10%) to support global programs.

Qualifikationen

• Master's degree or equivalent professional experience in a relevant field.
• Experience in a system-driven environment combining hardware and software products.
• Experience managing technical projects, programs, or customer-facing initiatives in a complex engineering environment.
• Experience working directly with global semiconductor customers.
• Experience leading technical customer escalations and driving resolution with cross-functional teams.
• Strong analytical skills with experience defining, interpreting, and steering KPIs and performance metrics.
• Experience with structured problem-solving methodologies (8D, RCA, Six Sigma, or similar).
• Technical understanding of measurement systems, metrology, equipment performance analysis, system diagnostics, or process capability evaluation.
• Excellent communication and presentation skills from engineering to executive levels.
• Experience in international and cross-cultural environments with strong stakeholder management.
• Willingness to travel internationally (~10%).
• Knowledge of German language (Nice to Have).
• Familiarity with data analytics and visualization tools (Power BI, Spotfire, Tableau).

Aufgaben

• Lead customer-focused technical programs, projects, and escalations with clear scope, milestones, timely communication, root cause identification, and sustainable corrective actions.
• Act as the key interface between customers, engineering, service, quality, and management to ensure successful execution of customer programs.
• Define, monitor, and analyze customer-centric KPIs to identify performance gaps and drive data-driven corrective actions that improve fleet performance and equipment availability.
• Lead structured problem-solving activities using RCA, 8D, and cross-functional collaboration to resolve complex customer issues and drive continuous improvement.
• Support metrology and measurement-related initiatives to improve system performance, product quality, and process capability in customer environments.
• Translate complex technical and operational data into management-level insights, recommendations, and executive dashboards that drive measurable customer value, productivity, and business impact.
• Facilitate customer reviews, technical workshops, and strategic discussions focused on operational excellence, reliability improvement, and future technology requirements.

Kenntnisse

Project management

Customer management

Escalation management

KPIs

Root cause analysis

Metrology

Communication

Stakeholder management

Travel willingness

Data analysis

Ausbildung

Master's degree in Electrical Engineering, Computer Science, Physics, Semiconductor Engineering, or related field

Tools

Power BI

Spotfire

Tableau

Jobbeschreibung

• Lead customer-focused technical programs, projects, and escalations, ensuring clear scope, milestones, timely communication, root cause identification, and sustainable corrective actions.
• Act as the key interface between customers, engineering, service, quality, and management teams to ensure successful execution of customer programs.
• Define, monitor, and analyze customer-centric KPIs to identify performance gaps and drive data-driven corrective and preventive actions that improve fleet performance, operational efficiency, system utilization, and equipment availability.
• Lead structured problem-solving activities using RCA, 8D, and cross-functional collaboration to resolve complex customer issues and drive continuous improvement.
• Support metrology and measurement-related initiatives to improve system performance, product quality, and process capability in customer environments.
• Translate complex technical and operational data into management-level insights, recommendations, and executive dashboards that drive measurable customer value, productivity, and business impact.
• Facilitate customer reviews, technical workshops, and strategic discussions focused on operational excellence, reliability improvement, and future technology requirements.

• Master's degree in Electrical Engineering, Computer Science, Physics, Semiconductor Engineering, or related field. Equivalent professional experience will also be considered.
• Proven experience in a system-driven environment combining hardware and software products.
• Experience managing technical projects, programs, or customer-facing initiatives in a complex engineering environment.
• Experience working directly with global semiconductor customers.
• Experience leading technical customer escalations and driving resolution of complex issues in collaboration with cross-functional teams.
• Strong analytical skills with experience defining, interpreting, and steering KPIs and performance metrics.
• Experience with structured problem-solving methodologies such as 8D, RCA, Six Sigma, or similar approaches.
• Technical understanding of measurement systems, metrology, equipment performance analysis, system diagnostics, or process capability evaluation.
• Excellent communication and presentation skills with the ability to communicate effectively from engineering experts to executive management.
• Experience working in international and cross-cultural environments with strong stakeholder management, business acumen, and cross-functional networking skills.
• Willingness to travel internationally (approximately 10%).

Requirements (Nice to Have)

• Knowledge of the semiconductor industry, semiconductor manufacturing, or Automated Test Equipment (ATE).
• Understanding of semiconductor test methodologies and system performance optimization.
• Experience with data analytics and visualization tools such as Power BI, Spotfire, Tableau, or similar platforms.
• Familiarity with reliability engineering, operational excellence, or quality management systems.
• Understanding of the Advantest V93000 tester platform.
• Certification in PMP, Agile, Scrum, Lean Six Sigma, or comparable methodologies.
• German language skills.