Customer Service Manager (f/m/d)

Overview

In this role you will lead regional field service operations and customer support, aligning service delivery with customer expectations and company goals. You’ll manage a cross-functional team to ensure service performance, KPI achievement, and strong customer relationships across Central Europe. You’ll drive improvements and coordinate with product, sales, and regional units to grow service market share and satisfaction.

This is a hands-on, impact-driven position with a regional scope and travel up to 40%. Join a global tech leader and help elevate our service excellence.

• Permanent employment contract
• competitive compensation package
• Employee Stock Purchase Plan (ESPP)
• Company car or car allowance
• 30 days of annual vacation
• Flexible working hours

• Establish and maintain strong customer relationships at all levels
• Oversee Field Service operations for Central Europe and coordinate service activities
• Drive operational activities to meet customer KPIs and satisfaction targets
• Manage customer retention (CRM) and resolution of concerns, including contact strategy
• Proactively identify and drive improvements in service delivery and tool-related issues
• Handle site escalations and conduct regular customer meetings with follow-up tasks
• Forecast and support quarterly/annual revenues; promote CIPs and product enhancements
• Understand customer agreements, equipment specs, and SLAs; support account teams
• Lead a team of up to 15 CSEs, including performance reviews and development plans
• Analyze processes, training gaps, and escalate opportunities for service improvements

• Strong negotiation and leadership skills
• Excellent German/English verbal and written communication with senior management presentation ability
• Ability to work in high-pressure environment with multiple tasks
• Strong project management, analytical, and organizational skills
• Basic financial/budget and strategic planning skills
• Willingness to travel up to 40%
• Minimum 3–5 years in semiconductor field or regional customer support management with 2–3 years in a customer-facing role
• Bachelor in Engineering; MS is a plus
• Strong execution and coordination abilities
• Fluency in German and English

• customer-centric mindset
• strategic thinking
• cross-functional collaboration
• customer relationship management (CRM)
• service delivery optimization
• KPI/SLAs tracking