The Customer Support Manager is a critical leadership role responsible for managing overall business management operations to ensure seamless alignment between customer requirements and manufacturing capabilities. You will serve as the primary bridge between our clients and internal production teams, driving customer satisfaction through strategic demand planning, Voice of Customer (VOC) management, and proactive capacity problem-solving.
Key Responsibilities
Strategic Account & Business Management
- Oversee and manage comprehensive Business Management operations to meet or exceed planned customer order targets.
- Analyze and understand customer strategic directions, gathering market intelligence on competitors and trends that may impact the business.
- Utilize customer forecasts to optimize IPI (Integrated Product Intelligence/Introduction) benefits and ensure long-term operational readiness.
Customer Relationship & VOC Excellence
- Build and maintain high-trust relationships with key accounts through regular engagement.
- Lead the Voice of Customer (VOC) process, ensuring all communications are timely, effective, and professional.
- Guarantee that all customer inquiries and response times remain within strictly committed service level agreements (SLAs).
- Coordinate with cross-functional sections to ensure the swift and thorough closure of all customer-reported issues.
Production & Capacity Coordination
- Monitor daily production capacity situations in collaboration with the manufacturing and planning teams.
- Perform "look-ahead" capacity management to identify and mitigate potential production bottlenecks before they impact delivery.
- Drive continuous improvement initiatives specifically aimed at resolving capacity constraints and improving throughput.
Leadership & People Development
- Take full accountability for the team's collective output and the quality of their daily activities.
- Design and implement training programs to elevate the technical and professional skills of the team.
- Manage robust succession planning to ensure departmental stability and future leadership growth.
Required Qualifications & Skills
- Experience: Proven leadership experience in a customer-facing management role within the electronics manufacturing or high-tech industry.
- Operational Insight: Strong understanding of manufacturing capacity planning, supply chain dynamics, and demand forecasting.
- Communication: Exceptional interpersonal skills with the ability to manage complex VOC communications and negotiate with diverse stakeholders.
- Problem Solving: A proactive mindset geared toward identifying bottlenecks and driving process improvements.
- Strategic Thinking: Ability to translate customer forecasts and market data into actionable manufacturing and business plans.
