Global Account Support Manager

Insight Global; Austin (TX); Presencial; USD 90.000 - 140.000; Jornada completa

Descripción de la vacante

Insight Global is seeking a Field Service Account Manager to drive global FS activities for key accounts. You will collaborate with global Field Service management, Sales, Applications, and factory teams to represent FS and coordinate international support.

The role focuses on customer satisfaction, owning the account playbook, conducting regular reviews with customer contacts, and handling escalations. Travel internationally quarterly to client sites, leveraging your semiconductor and ATE

Formación

• Minimum 5 years of experience in account management and escalation handling.
• Experience in the semiconductor industry.
• Background in hardware automated test equipment (ATE) engineering.

Responsabilidades

• Collaborate with global Field Service management, Sales, Applications, and factory teams.
• Represent Field Service as the focal point for global execution of FS responsibilities.
• Coordinate global support activities for assigned accounts.
• Drive overall customer satisfaction (CX) for assigned accounts.
• Own the account playbook to understand customer needs, coordinate support activities, and communicate site activities and status.
• Communicate site activities and status to stakeholders.
• Conduct regular reviews with key customer contacts to build trust.
• Serve as the escalation point for field service matters and ensure timely resources.
• Take ownership of FS support for NPI, product engineering, production ramp, and sustaining activities.
• Travel internationally once a quarter to customer sites.

Conocimientos

Account management

Semiconductor industry

ATE engineering

Descripción del empleo

Job Description

Key Responsibilities

• Collaborate with global Field Service management, Sales, Applications, and factory teams.
• Represent Field Service as the focal point for global execution of FS responsibilities.
• Coordinate global support activities for assigned accounts.
• Drive overall customer satisfaction (CX) for assigned accounts.
• Own the account playbook to understand customer needs, coordinate support activities, and communicate site activities and status.
• Conduct regular reviews with key customer contacts to establish trust.
• Serve as the escalation point for all field service-related matters, ensuring timely resource engagement and clear communication.
• Take ownership of FS support for NPI, product engineering, production ramp, and sustaining activities.
• Travel internationally once a quarter to customer sites.

Skills and Requirements

Must Haves

• Minimum 5 years of experience within account management (customer & escalation management experience)
• Must come from the semiconductor industry
• Hardware Automated Test Equipment (ATE) engineering background

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [e-mail].