Sr. Manager Field Service

ACM RESEARCH, INC.; Hillsboro (OR); On-site; USD 120,000 - 180,000; Full time

Job summary

ACM Research, Inc. in Hillsboro, Oregon, seeks a Field Service/Customer Support Senior Manager to lead customer-facing teams across multiple territories, ensuring exceptional service delivery and high customer satisfaction.

You will oversee support operations, drive continuous improvements, manage escalations, train staff, and maintain accurate reporting, while ensuring compliance with policies and safety standards; occasional domestic and international travel up to 50% is required.

Qualifications

• Bachelor's or Associate degree and 5+ years in customer support or service operations, or 8+ years without a degree.
• Leads cross-functional teams across territories to deliver exceptional service.
• Drives process improvements and standard operating procedures.
• Manages escalations and ensures compliance with policies and safety standards.
• Develops and delivers training programs for staff.
• Maintains accurate reporting and performance metrics.

Responsibilities

• Lead customer support operations across teams to ensure timely, high-quality service.
• Manage customer escalations and rapid resolution efforts.
• Identify and implement process improvements for efficiency.
• Ensure compliance with policies and safety and quality standards.
• Develop and deliver training programs for staff.
• Maintain records and reporting of activities and metrics.
• Plan and manage projects related to support and service delivery.
• Build strong relationships with customers and partners.
• Coach and mentor support staff for performance development.
• Coordinate resources and spare parts for service activities.

Skills

Leadership

Customer support

Service operations

Team management

Travel readiness

Education

Bachelor's or Associate degree in Business, Engineering, or related field

8+ years direct experience without a degree

Tools

Microsoft Office

Data analysis tools

Job description

The Field Service/Customer Support Sr. Manager is responsible for leading customer-facing support teams across multiple territories, to ensure exceptional service delivery, customer satisfaction, and operational excellence. This role oversees support operations, drives continuous improvement initiatives, manages escalations, and ensures compliance with company policies and customer requirements across all service environments.

Job Responsibilities

• Lead Customer Support Operations:
• Manage and oversee teams providing technical and service support to customers, ensuring timely resolution of issues and high-quality service delivery.
• Manage Customer Escalations:
• Lead customer escalations and task forces, driving rapid resolution and maintaining strong customer relationships.
• Identify opportunities for improvement in support processes, systems, and team capabilities; implement changes to enhance efficiency and service quality.
• Ensure Compliance and Best Practices:
• Monitor adherence to company policies, customer requirements, and applicable safety, quality, and operational standards.
• Support Training and Development:
• Develop and deliver training programs to ensure team members remain up to date on tools, processes, and customer expectations.
• Maintain Records and Reporting:
• Ensure accurate documentation of support activities, incidents, and performance metrics; provide reports to management and customers as needed.
• Lead Projects and Initiatives:
• Plan, manage, and execute projects related to customer support, service delivery, and process improvements.
• Build Strong Customer Relationships:
• Establish trust and maintain strong working relationships with customers, partners, and internal stakeholders.
• Team Leadership and Mentoring:
• Provide guidance, coaching, and mentoring to support staff to enhance performance and professional development.
• Operational Oversight:
• Ensure proper resource and spare parts planning, coordination of service activities, managing onsite spares inventory, and alignment with contractual and business requirements.
• Professional Representation:
• Represent the company in customer interactions, maintaining high standards of professionalism and ensuring customer satisfaction.
• Additional Responsibilities:
• Perform other duties as assigned by management.

Other Responsibilities

• Lead team and customer meetings.
• Support cross-functional collaboration across service, R&D, engineering, and operations teams.
• Provide on-site or remote guidance to customers, subcontractors, and internal teams.
• Promote a culture of customer focus, accountability, and continuous improvement.

Minimum Qualifications

• Bachelor's or Associate degree in Business, Engineering, or a related field with 5+ years of relevant experience, or 8+ years of direct experience without a degree.
• Proven experience in customer support, service operations, or technical service management.
• Strong leadership and team management experience.
• Experience working in customer-facing environments, preferably within semiconductor or high-tech industries.
• Proficiency in Microsoft Office Suite and data analysis tools.
• Strong problem-solving, communication, and organizational skills.
• Ability to manage multiple priorities with high attention to detail and accuracy.
• Experience working in cleanroom environments and adherence to safety and customer site requirements is a plus.
• Ability to travel up to 50% domestically and internationally; valid passport required.
• Must have valid work authorization in the United States.

Preferred Qualifications

• Experience managing global or multi-site customer support teams
• Background in semiconductor equipment or capital equipment service
• Additional language skills (e.g., Mandarin, Korean, French) are a plus
• Customer Focus and Relationship Management