Mgr, Customer Solutions

Ultra Clean Technology; Fremont (CA); On-site; USD 110,000 - 142,000; Full time

Benefits offered by this job

401(k) eligibility

Paid time off

Parental leave

Job summary

Ultra Clean Technology in Fremont, CA is seeking a Manager, Customer Solutions to lead a team delivering exceptional customer experiences across the order lifecycle. You will coordinate with Sales, Operations, Engineering, Quality, and Finance to ensure timely fulfillment and issue resolution.

Responsibilities include staff development, forecasting workload, and driving process improvements through metrics and standardized procedures. This is an on-site role with travel minimal.

Qualifications

• Bachelor’s degree or equivalent experience.
• Minimum 5 years customer service experience.
• Knowledge of customer service procedures and systems.
• Excellent leadership, communication, and problem-solving skills.
• Ability to manage cross-functional relationships and resolve conflicts effectively.

Responsibilities

• Lead and manage the CSS team and HR-related responsibilities.
• Oversee training and onboarding of new hires.
• Engage with customers for escalation and critical requirements.
• Escalation management with corrective action to root cause.
• Ensure timely and accurate order processing through supervision.
• Collaborate with Sales to align on customer requirements.
• Analyze performance metrics and customer trends for improvements.
• Develop and utilize performance metrics to drive productivity.
• Support budget processes for Customer Solutions.
• Staffing/workload planning and scheduling, including weekends/holidays.
• Assist with quotation processes to deliver timely quotes.

Skills

Customer service

Leadership

Cross-functional collaboration

Problem solving

Communication

Education

Bachelor’s degree

Job description

Join UCT and be part of the fastest‑growing sector in the world! We indirectly touch every semiconductor chip that goes into every smartphone, smart car, and device that uses artificial intelligence. This is a critical time for the semiconductor industry and for UCT – as technology evolves, we evolve with it. UCT is a diverse workplace where every talented employee is committed to continuous innovation, challenging the status quo and exceeding customer expectations. If you are a person with a relentless drive to succeed, a strong focus on quality with a passion for success – join us today!

UCT is looking for a talented Manager, Customer Solutions to join us in Fremont, CA.

The Manager, Customer Solutions leads a team dedicated to delivering an exceptional customer experience throughout the order lifecycle. This role oversees customer support operations, escalates and resolves complex issues, and partners closely with Sales, Operations, Engineering, Quality, and Finance to ensure timely order fulfillment and issue resolution.

By driving process standardization, analyzing performance metrics, optimizing workflows, and leading customer-focused improvements, the manager enhances service quality, operational efficiency, and customer retention.

The role also develops team capability, manages staffing and workload planning, and serves as a key liaison for strategic customer relationships and critical business needs.

Essential Duties & Responsibilities

• Lead and manage the team of Customer Solutions Specialists (CSS) team, including key organizational and HR responsibilities.
• Oversee the training and onboarding of new hires.
• Engages with customers for escalation and critical requirements.
• Escalation management - Present, develop and execute corrective action plan to customers to address root cause of issue.
• Ensure timely and accurate order processing through effective team supervision and workflow management.
• Works closely with Sales/Commercial team to align on customer requirements.
• Analyzes performance metrics and customer-related trends to identify areas for improvement and optimization.
• Summarizes and analyzes other required reports for management.
• Develops and utilizes performance metrics to drive team productivity and process efficiency.
• Support annual Customer Solutions budget process.
• Provides ongoing workload evaluation to ensure sufficient support.
• Provides staff scheduling and planning for weekend, emergencies, vacations, unscheduled absences and holidays.
• Supports the quotation process by ensuring timely, accurate, and customer-aligned quote delivery.

Required Qualifications/Skills

• Bachelor’s degree or equivalent experience.
• Minimum 5 years customer service experience.
• Knowledge of customer service procedures and systems.
• Excellent leadership, communication, and problem-solving skills.
• Ability to manage cross-functional relationships and resolve conflicts effectively.

Preferred Qualifications/Skills

• Minimum 3 years of supervisory experience.
• Semiconductor industry experience a plus.
• Ability to manage and lead teams across multiple locations or sites.
• Skilled in developing and documenting standardized work procedures and Job Aids.
• Ability to create clear and effective operational instructions and process documentation.

Interpersonal Skills

• Proven record of building and guiding high-performing teams.
• Ability to collaborate on cross-regional, cross-functional, cross-business teams.
• Experience in coaching, training and development of customer solution staff.
• Change Champion and ability to drive change.
• Ability to develop and use of metrics to drive productivity and performance.
• Excellent written and verbal communication skills across all levels of the organization.
• Proven strong analytical and problem-solving skills with a proactive approach to issue resolution.
• Ability to influence others and inspire team motivation and engagement.
• Dispute resolution.

Travel Requirement

• Less than 10%

Other Duties

• Additional duties as assigned
• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this position. Duties, responsibilities and activities may change at any time with or without notice.

Ultra Clean Technology is proud to be an equal-opportunity employer. We are committed to equal employment opportunity regardless of race, color, national or ethnic origin, age, religion, disability, sexual orientation, gender, gender identity and expression, marital status, and any other characteristic protected under laws and regulations.

The pay range for this position at commencement of employment is expected to be between $109,600.00 and $142,000.00/year; however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements, including variable pay and discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as PTO (Paid Time Off) and parental leave), dependent on the position offered. Details of participation in these additional compensation and benefit plans will be provided if an employee receives an offer of employment.

If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.