Infineon Technologies AG
Senior Manager Customer Service
Infineon Technologies AG, Leominster, Massachusetts, us, 01453
Overview
As the Head of Customer Service for IR HiRel, you are responsible for leading our customer service strategy in the Aerospace and Defense market globally. This is a highly visible role that demands a strategic thinker who can help shape the future of our customer service organization. This position requires high integrity, attention to detail, knowledge of export control requirements, strong communication skills and the ability to function calmly in a high-stress environment.
Responsibilities
Enable the customer service team to manage day-to-day customer communications including quotes, orders, return requests, escalations (pricing, pull-ins, push-outs, cancellations), and quality issues
Manage and develop the customer service team to achieve individual and team targets while ensuring 100% business continuity around customer services core responsibilities
Partner with marketing to ensure alignment and communication around our G2M product strategy so we provide one message to the customer and sales
Partner with other HiRel functions, IT, and Infineon teams as needed to drive our G2M strategy forward
Deploy people, tools and processes effectively to enable best-in-class quote and order entry performance in terms of timeliness, efficiency, and business intelligence
Define and execute a customer service strategy that builds a stronger understanding of customer needs to contribute to the overall G2M strategy
Understand strategic and key customer needs in terms of product mix and key programs to adapt our customer service strategy to maximize business results
Build a high-performing customer service team by identifying leadership potential, fostering career development, and building a bench
Streamline and continuously optimize customer service processes to improve efficiency, accountability, and response time to customers
Develop and regularly monitor key KPIs in terms of quote and order volume, response time, and critical portfolio changes (e.g., price, new product)
Articulate our G2M strategy and value to our customers to Sr. Leadership internally and externally
Instill a speak-up culture of excellence, innovation, and resilience within the team
Focus on connecting open opportunities to quote to bookings to maximize market share
Establish and foster senior-level relationships at strategic customers’ procurement teams
Establish a long-term optimal organization, identify steps to get there, and drive the necessary actions to achieve it
Your Profile You are best equipped for this task if you have:
Experience communicating and presenting to executive leadership around complex topics
Experience making data-driven decisions and effectively using key performance indicators to measure success
Ability to come up with simple solutions to complex problems with minimal direction
Strong communication, organizational, and prioritization skills
A can-do attitude, consistent follow-through, resourcefulness, and attention to detail
Ability to manage change to result in positive outcomes
Ability to manage complex topics and execute against a clear action plan
15+ years of experience in customer service and/or inside sales, preferably in semiconductors
5+ years of management experience in customer service and/or inside sales
Bachelor’s degree in a related field of study
#WeAreIn for driving decarbonization and digitalization. Infineon enables game-changing solutions for green energy, safe mobility, and smart IoT. We drive innovation and customer success while caring for our people and helping them reach ambitious goals.
Are you in? We are on a journey to create the best Infineon for everyone. We embrace diversity and inclusion and welcome everyone for who they are. We offer a working environment characterized by trust, openness, respect, and tolerance and are committed to equal opportunities. We base our recruiting decisions on the applicant’s experience and skills.
We look forward to receiving your resume, even if you do not entirely meet all the requirements. Please inform your recruiter if there are any considerations needed to enable participation in the interview process.
Driving decarbonization and digitalization. Together.
IR HiRel Products Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, national origin, ancestry, citizenship, age, disability, or other protected status. Employment at Infineon is contingent upon proof of legal right to work in the United States, references, background check, and signing onboarding documents. U.S. export control laws may require an export license for certain positions; eligibility is at Infineon’s sole discretion. Infineon takes data privacy and identity protection seriously and does not request PII via the internet.
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Responsibilities
Enable the customer service team to manage day-to-day customer communications including quotes, orders, return requests, escalations (pricing, pull-ins, push-outs, cancellations), and quality issues
Manage and develop the customer service team to achieve individual and team targets while ensuring 100% business continuity around customer services core responsibilities
Partner with marketing to ensure alignment and communication around our G2M product strategy so we provide one message to the customer and sales
Partner with other HiRel functions, IT, and Infineon teams as needed to drive our G2M strategy forward
Deploy people, tools and processes effectively to enable best-in-class quote and order entry performance in terms of timeliness, efficiency, and business intelligence
Define and execute a customer service strategy that builds a stronger understanding of customer needs to contribute to the overall G2M strategy
Understand strategic and key customer needs in terms of product mix and key programs to adapt our customer service strategy to maximize business results
Build a high-performing customer service team by identifying leadership potential, fostering career development, and building a bench
Streamline and continuously optimize customer service processes to improve efficiency, accountability, and response time to customers
Develop and regularly monitor key KPIs in terms of quote and order volume, response time, and critical portfolio changes (e.g., price, new product)
Articulate our G2M strategy and value to our customers to Sr. Leadership internally and externally
Instill a speak-up culture of excellence, innovation, and resilience within the team
Focus on connecting open opportunities to quote to bookings to maximize market share
Establish and foster senior-level relationships at strategic customers’ procurement teams
Establish a long-term optimal organization, identify steps to get there, and drive the necessary actions to achieve it
Your Profile You are best equipped for this task if you have:
Experience communicating and presenting to executive leadership around complex topics
Experience making data-driven decisions and effectively using key performance indicators to measure success
Ability to come up with simple solutions to complex problems with minimal direction
Strong communication, organizational, and prioritization skills
A can-do attitude, consistent follow-through, resourcefulness, and attention to detail
Ability to manage change to result in positive outcomes
Ability to manage complex topics and execute against a clear action plan
15+ years of experience in customer service and/or inside sales, preferably in semiconductors
5+ years of management experience in customer service and/or inside sales
Bachelor’s degree in a related field of study
#WeAreIn for driving decarbonization and digitalization. Infineon enables game-changing solutions for green energy, safe mobility, and smart IoT. We drive innovation and customer success while caring for our people and helping them reach ambitious goals.
Are you in? We are on a journey to create the best Infineon for everyone. We embrace diversity and inclusion and welcome everyone for who they are. We offer a working environment characterized by trust, openness, respect, and tolerance and are committed to equal opportunities. We base our recruiting decisions on the applicant’s experience and skills.
We look forward to receiving your resume, even if you do not entirely meet all the requirements. Please inform your recruiter if there are any considerations needed to enable participation in the interview process.
Driving decarbonization and digitalization. Together.
IR HiRel Products Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, national origin, ancestry, citizenship, age, disability, or other protected status. Employment at Infineon is contingent upon proof of legal right to work in the United States, references, background check, and signing onboarding documents. U.S. export control laws may require an export license for certain positions; eligibility is at Infineon’s sole discretion. Infineon takes data privacy and identity protection seriously and does not request PII via the internet.
#J-18808-Ljbffr