Senior Manager Customer Service

Overview

Join to apply for the Senior Manager Customer Service role at Infineon Technologies . As the Head of Customer Service for IR HiRel, you will lead our customer service strategy globally for the Aerospace and Defense market. This is a strategic role that requires integrity, attention to detail, knowledge of export control requirements, strong communication skills, and the ability to operate calmly in a high-stress environment.

As part of the role, you will create tools, strategies, and processes that improve efficiency while maximizing the customer experience and contributing to our profitable growth plan. You will transform the customer service organization to be an integral part of our proactive go-to-market strategy, requiring a deep understanding of our customers, products, and G2M strategy.

Core 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 core responsibilities
• Partner with marketing to ensure alignment and communication around our G2M product strategy to provide one message to the customer and sales
• Collaborate with HiRel functions, IT, and Infineon teams to drive the G2M strategy forward
• Deploy people, tools, and processes 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 the 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
• Develop and regularly monitor KPIs in terms of quote and order volume, response time, and critical portfolio changes (e.g., price, new product)
• Articulate the G2M strategy and value to customers to Sr. Leadership internally and externally
• Foster a culture of excellence, innovation, and resilience within the team
• Drive focus on connecting open opportunities to quote to bookings to maximize market share
• Establish and foster senior-level relationships with customers' procurement teams
• Establish a long-term optimal organization and drive actions to achieve it

Your Profile

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About Infineon

WeAreIn for driving decarbonization and digitalization. Infineon enables green and efficient energy, safe mobility, and secure IoT. We value diversity and inclusion and provide equal opportunities. This position requires U.S. work authorization and may involve export control considerations.

Notes

This position may be located in Leominster or Andover, MA. The wage range is provided for qualified candidates in the United States and is subject to internal and external factors.

We look forward to receiving your resume. We may contact you for further steps in the interview process. This posting is not a guarantee of employment and is subject to the company's needs and candidates' qualifications.

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