Global Field Service Support Manager

Insight Global; San Jose (CA); On-site; USD 100,000 - 110,000; Full time

Benefits offered by this job

Benefits package

Job summary

Insight Global is seeking an experienced Global Field Service Account Manager to serve as the primary liaison and strategic support lead for key semiconductor customers worldwide.

This role combines account management, customer escalation management, and technical expertise in Hardware Automated Test Equipment (ATE) to ensure exceptional customer satisfaction and successful execution of field service initiatives across a global customer base; you will partner with Field Service leadership,

Qualifications

• 5+ years of account management experience.
• Experience in the semiconductor industry.
• Technical background supporting Hardware Automated Test Equipment (ATE).
• Ability to manage complex customer accounts and coordinate cross-functional teams.
• Strong communication, relationship-building, and problem-solving skills.
• Experience advocating for customers while balancing business objectives.

Responsibilities

• Act as the primary Field Service representative for assigned global customer accounts.
• Partner with Field Service leadership, Sales, Applications, Engineering, and Manufacturing teams to drive customer success.
• Coordinate worldwide field service activities and support strategies across multiple customer locations.
• Develop and maintain account playbooks to understand customer requirements, track activities, and align support resources.
• Build strong relationships with key customer stakeholders through regular business reviews and proactive communication.
• Serve as the escalation point for field service-related issues, ensuring timely resolution and clear communication.
• Lead support efforts for New Product Introductions (NPI), production ramp activities, and sustaining/operational support.
• Monitor customer experience (CX) metrics and drive continuous improvement initiatives.
• Communicate account status, site activities, risks, and resolutions to internal and external stakeholders.
• Ensure successful global execution of field service responsibilities across assigned accounts.

Skills

Account management

Customer escalation

Semiconductor industry

ATE knowledge

Cross-functional coordination

Communication

Tools

CRM systems

Job description

Semiconductor | Automated Test Equipment (ATE) | Global Customer Support

Our client is seeking an experienced Global Field Service Account Manager to serve as the primary liaison and strategic support lead for key semiconductor customers worldwide. This highly visible role combines account management, customer escalation management, and technical expertise in Automated Test Equipment (ATE) to ensure exceptional customer satisfaction and successful execution of field service initiatives across a global customer base.

If you have a strong background in the semiconductor industry, a customer-focused mindset, and experience managing complex technical accounts, this is an excellent opportunity to work with cross-functional teams and make a significant impact on customer success.

Key Responsibilities

• Act as the primary Field Service representative for assigned global customer accounts.
• Partner with Field Service leadership, Sales, Applications, Engineering, and Manufacturing teams to drive customer success.
• Coordinate worldwide field service activities and support strategies across multiple customer locations.
• Develop and maintain account playbooks to understand customer requirements, track activities, and align support resources.
• Build strong relationships with key customer stakeholders through regular business reviews and proactive communication.
• Serve as the escalation point for field service-related issues, ensuring timely resolution and clear communication.
• Lead support efforts for:
• New Product Introductions (NPI)
• Production ramp activities
• Sustaining and operational support
• Monitor customer experience (CX) metrics and drive continuous improvement initiatives.
• Communicate account status, site activities, risks, and resolutions to internal and external stakeholders.
• Ensure successful global execution of field service responsibilities across assigned accounts.

Required Qualifications

• 5+ years of account management experience, including customer relationship management and escalation management.
• Experience within the semiconductor industry.
• Technical background supporting Hardware Automated Test Equipment (ATE) environments.
• Demonstrated ability to manage complex customer accounts and coordinate cross-functional teams.
• Strong communication, relationship-building, and problem-solving skills.
• Experience acting as a customer advocate while balancing business objectives.

Preferred Qualifications

• Experience supporting global semiconductor manufacturing customers.
• Field Service, Applications Engineering, Customer Support, or Technical Account Management background.
• Proven success managing high-visibility customer escalations and driving issue resolution.
• Ability to influence stakeholders across multiple departments and regions.

Travel

• Ability to travel internationally approximately once per quarter to customer sites.

$100k to $110k per year annual salary.

Exact compensation may vary based on several factors, including skills, experience, and education.

Benefit packages for this role include: