Head of Customer Support (m/f/d)

You will build and lead Lidrotec’s customer support organisation from the ground up. Your mission is to keep our machines running reliably at customer sites, resolve issues quickly and establish Lidrotec as a trusted production partner for customers across Europe and Asia. You will develop the team, processes, partner network and systems needed to deliver excellent service and represent the voice of the customer and the field within Lidrotec.

Build and lead the customer support organisation

• Define and implement the service model for each region, combining in-house field service engineers and external service partners as appropriate
• Recruit and lead field service engineers, and select, qualify and manage service partners
• Lead the Technical and operational coordination of service technicians, as well as ensuring thorough work planning and providing support for technical issues
• Establish a training and certification programme for internal technicians, engineers and external partners

Manage field support and support installation of our tools

• Support planning, installations and site acceptance tests (SATs)
• Own service delivery for machines in the field, including customer site readiness
• Organise preventive maintenance, breakdown response and on-call coverage across time zones
• Lead the escalations, coordinate technical resolution with engineering and ensure clear, timely communication with all parties during critical issues

Establish service processes and infrastructure

• Build spare parts and consumable management: service BOM, inventory levels and locations, as well as logistics
• Develop service documentation with engineering: manuals, troubleshooting guides, maintenance procedures
• Implement a service tracking system, installed-base records per tool, and remote diagnostics, ensuring compliance with safety, quality, and customer requirements
• Define, monitor and report service KPIs: uptime, MTBF, MTTR, first-time fix rate, spares fill rate, SAT yield, warranty cost and customer satisfaction

Your profile

• A college degree in engineering (mechatronics, electrical engineering, physics, or a related field) or a comparable technical qualification with extensive professional experience
• Several years of field service experience in the semiconductor equipment industry, either with an equipment manufacturer or a semiconductor manufacturer, including leadership responsibilities
• In-depth knowledge of production operations: cleanroom work, change control, availability expectations, and escalation of customer concerns
• Experience collaborating with customers worldwide, an existing network of service partners or engineers is a major plus
• An entrepreneurial, hands-on approach: You enjoy building something new and can work on equipment yourself when necessary
• Business acumen regarding service contracts and the spare parts business
• Excellent command of English and German, additional languages are a plus
• Willingness to travel worldwide on business