Dir, Customer Service

The group you’ll be a part of

The Customer Support Business Group focuses on enabling our customers with premier customer support throughout their lifecycle with Lam. We drive performance, productivity, safety, and quality of customers installed base performance and deliver service and lifecycle solutions for their most critical equipment and processes.

The impact you’ll make

The Customer Service Director leads the end-to-end strategy, performance, and operational excellence of the customer support organization at ESMC Dresden. This senior role ensures that support teams are efficient, data driven, well equipped, and aligned with company’s and TSMC Global Account objectives—consistent with the strategic responsibilities of Support Operations leadership. Assumes responsibility for the development and achievement of customer satisfaction, customer service, business growth and profit objectives for the Account through the formulation and execution of business plans and strategies. Provides leadership and managerial guidance to the direct reporting staff.

The position is based in Dresden, Germany and it is a full-time position.

What you’ll do

Strategic Leadership & Vision

• Owns and develops executive relationship with Customer site leadership and acts as a liaison with TSMC Account Team, ensuring full strategic alignment with account and customer goals and objectives.
• Translate organizational goals into operational plans, processes, and service standards.
• Partner with senior executives across product, engineering, sales, and customer experience to integrate customer feedback into business strategy.

Operational Excellence & Process

• Optimization Oversee and continuously improve customer service workflows, eliminating bottlenecks, and optimizing every stage of the support journey.
• Develop, implement, and monitor standard operating procedures for all support functions.
• Lead the design and rollout of new support channels, service offerings, and operational models.

Performance Management & Analytics

• Own all Key Performance Indicators (Safety, Installed Base performance, I&W controls, response time, resolution time, SLA adherence).
• Use data analysis to identify trends, forecast needs, and make strategic decisions.
• Provide regular reporting to executive leadership, summarizing performance, risks, and improvement opportunities.

Quality Assurance & Customer Experience

• Oversee the organization’s QA program to ensure consistent, high quality customer interactions.
• Identify experience gaps and lead initiatives to enhance customer satisfaction and loyalty.

Talent Leadership & Development

• Build, lead, and mentor the Service Support Operations team, ensuring they have the skills, training, and tools required to excel.
• Oversee onboarding, continuous training programs, and capability development for all support staff.
• Foster a culture of accountability, operational discipline, and customer centricity.

Escalations & Issue Resolution

• Serve as the executive escalation point for high impact or complex customer issues, coordinating cross functional responses.
• Implement preventative strategies to reduce recurring issues and increase first time right resolution

Who we’re looking for

• Technical certification /Diploma/ or University degree, preferably in electric, mechanical or electronics engineering.
• 10+ years in the service business, preferably in semiconductor equipment industry, plus 7-8 years of managerial experience.
• Customer management and business experience would be a very valuable plus.

Preferred qualifications

• Extensive experience leading customer support or operations teams at scale.
• Strong analytical mindset with deep experience in KPI measurement, reporting, and data driven decision making.
• Expertise in customer service tools, CRM systems, automation systems
• Exceptional communication and cross functional leadership abilities
• Proven competency in process optimization and operational strategy
• Experience implementing largescale operational frameworks, training programs, and change management initiatives.
• Role model in Core Value
• Consolidates and analyzes DFS Operating expenses, P&L and CSBG Revenue and margin for Global account to prepare and present these figures at QCRs, QFRs, Operations Reviews and AOPs.
• Availability for travels (regional and international) extensively and particularly in Asia, NA and Europe
• Fluent English – Additional language skills, especially in German and/or Mandarin would be a significant plus
• Cross cultural understanding and ability to work in a matrix environment

Our commitment

We believe it is important for every person to feel valued, included, and empowered to achieve their full potential. By bringing unique individuals and viewpoints together, we achieve extraordinary results.

Lam Research ("Lam" or the "Company") is an equal opportunity employer. Lam is committed to and reaffirms support of equal opportunity in employment and non-discrimination in employment policies, practices and procedures on the basis of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex (including pregnancy, childbirth and related medical conditions), gender, gender identity, gender expression, age, sexual orientation, or military and veteran status or any other category protected by applicable federal, state, or local laws. It is the Company's intention to comply with all applicable laws and regulations. Company policy prohibits unlawful discrimination against applicants or employees.

Lam offers a variety of work location models based on the needs of each role. Our hybrid roles combine the benefits of on-site collaboration with colleagues and the flexibility to work remotely and fall into two categories – On-site Flex and Virtual Flex. ‘On-site Flex’ you’ll work 3+ days per week on-site at a Lam or customer/supplier location, with the opportunity to work remotely for the balance of the week. ‘Virtual Flex’ you’ll work 1-2 days per week on-site at a Lam or customer/supplier location, and remotely the rest of the time.