Mgr, Customer Solutions

Join UCTand be part ofthe fastest-growing sector in the world! We indirectly touch every semiconductor chip that goes into every smartphone smartcarand device that uses artificial intelligence.âThis is a critical time for the semiconductor industry and for UCT - as technology evolves we evolve with it. UCT is a diverse workplace where every talented employee is committed to continuous innovation challenging the status quo and exceeding customer expectations. If you are a person with a relentless drive to succeed a strong focus on quality with a passion for success join us today!â

UCTis looking for a talentedManager Customer Solutions to join us inFremont CA!

The Manager Customer Solutions leads a team dedicated to delivering an exceptional customer experience throughout the order lifecycle. This role oversees customer support operations escalates and resolves complex issues and partners closely with Sales Operations Engineering Quality and Finance to ensure timely order fulfillment and issue resolution. By driving process standardization analyzing performance metrics optimizing workflows and leading customer-focused improvements the manager enhances service quality operational efficiency and customer retention. The role also develops team capability manages staffing and workload planning and serves as a key liaison for strategic customer relationships and critical business needs.

Essential Duties & Responsibilities

• Lead and manage the team of Customer Solutions Specialists (CSS) team including key organizational and HR responsibilities.
• Oversee the training and onboarding of new hires.
• Engages with customers for escalation and critical requirements.
• Escalation management - Present develop and execute corrective action plan to customers to address root cause of issue.
• Ensure timely and accurate order processing through effective team supervision and workflow management.
• Works closely with Sales/Commercial team to align on customer requirements.
• Analyzes performance metrics and customer-related trends to identify areas for improvement and optimization.
• Summarizes and analyzes other required reports for management.
• Develops and utilizes performance metrics to drive team productivity and process efficiency.
• Support annual Customer Solutions budget process.
• Provides ongoing workload evaluation to ensure sufficient support.
• Provides staff scheduling and planning for weekend emergencies vacations unscheduled absences and holidays.
• Supports the quotation process by ensuring timely accurate and customer-aligned quote delivery.

Required Qualifications/Skills

• Bachelors degree or equivalent experience.
• Minimum 5 years customer service experience.
• Knowledge of customer service procedures and systems.
• Excellent leadership communication and problem-solving skills.
• Ability to manage cross-functional relationships and resolve conflicts effectively.

Preferred Qualifications/Skills

• Minimum 3 years of supervisory experience.
• Semiconductor industry experience a plus.
• Ability to manage and lead teams across multiple locations or sites.
• Skilled in developing and documenting standardized work procedures and Job Aids.
• Ability to create clear and effective operational instructions and process documentation.

Interpersonal Skills

• Proven record of building and guiding high-performing teams.
• Ability to collaborate on cross-regional cross-functional cross-business teams.
• Experience in coaching training and development of customer solution staff.
• Change Champion and ability to drive change.
• Ability to develop and use of metrics to drive productivity and performance.
• Excellent written and verbal communication skills across all levels of the organization.
• Proven strong analytical and problem-solving skills with a proactive approach to issue resolution.
• Ability to influence others and inspire team motivation and engagement.
• Dispute resolution.

Travel Requirement

• Less than 10%

Other Duties:

• Additional duties as assigned
• Please note this job description is not designed to cover or contain a comprehensive listing of activities duties or responsibilities that are required of the employee for this position. Duties responsibilities and activities may change at any time with or without notice.

Ultra Clean Technology is proud to be an equal-opportunity employer. We are committed to equal employment opportunity regardless of race color national or ethnic origin age religion disability sexual orientation gender gender identity and expression marital status and any other characteristic protected under laws and regulations.

The pay range for this position at commencement of employment is expected to be between $109600.00 and $142000.00/year; however base pay offered may vary depending on multiple individualized factors including market location job-related knowledge skills and experience. The total compensation package for this position may also include other elements includingâvariable pay and discretionary awardsâin addition to a full range of medical financial and/or other benefits (including 401(k) eligibility and various paid time off benefits such as PTO (Paid Time Off) and parental leave) dependent on the position offered. Details of participation in these additional compensation and benefit plans will be provided if an employee receives an offer of employment.â

If hired employee will be in an at-will position and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time including for reasons related to individual performance Company or individual department/team performance and market factors.ââ

Required Experience:

Manager