This senior leadership role encompasses ownership of regional customer operations across multiple revenue streams and oversight of governance, compliance, and strategic account management.
Reporting to the Regional Vice President, this role plays a critical part in driving business growth, operational efficiency, and customer satisfaction in alignment with global objectives.
Key ResponsibilitiesCore Function – Head of Customer Operations (Japan)
Customer Strategy & Business Development
Develop and implement regional sales and customer engagement strategies aligned with global business goals.
Oversee account management for all clients within Japan, including strategic and key global accounts.
Drive business planning activities, including forecasting, market analysis, pricing, and territory management.
Identify growth opportunities across the full portfolio of offerings (e.g., capital equipment, services, upgrades, parts, consumables).
Serve as Key Account Manager for major clients as needed.
Revenue & Performance Management
Achieve revenue and margin targets for the assigned region.
Lead commercial negotiations and manage high-value customer agreements.
Ensure cross-functional alignment between sales, service, and marketing teams.
Customer Experience & Relationship Management
Establish and maintain strong executive-level relationships with key customer stakeholders (e.g., C-suite, Fab Directors, Procurement Leaders).
Ensure consistent delivery of a high-quality customer experience.
Communicate customer insights back to the organization to drive product and service enhancements.
Lead resolution of non-standard or complex service requests.
Team Leadership & Talent Development
Build, lead, and mentor a high-performing team, including Account Managers and Service Managers.
Manage all aspects of HR within the region, including recruitment, performance management, and succession planning.
Promote a culture of excellence, collaboration, and continuous improvement.
Secondary Function – Regional Governance and Compliance
Collaborate with global and regional leadership to develop and execute budgets, policies, and business plans.
Oversee regional compliance across legal, financial, administrative, and HR functions.
Ensure adherence to corporate governance standards and local regulatory requirements.
Act as the senior legal and operational representative for the organization within the Japan region.
Leadership Responsibilities
Provide strategic leadership and coaching aligned with corporate values and culture.
Utilize performance management frameworks to drive results and accountability across teams.
Partner with Human Resources on workforce planning and organizational development initiatives.
Qualifications & Experience
Education:
Bachelor's degree in Business, Engineering, or a related field (Master's preferred).
Experience:
Minimum of 12 years in the semiconductor capital equipment or related high-tech industry, with 8+ years in senior-level management roles overseeing field operations, service, or account management functions.
Languages:
Fluent in English (verbal and written); proficiency in Japanese is highly desirable.
Skills & Competencies
Deep understanding of semiconductor manufacturing processes and capital equipment.
Demonstrated success in strategic sales, customer operations, and key account leadership.
Strong industry network and the ability to build trusted relationships at all organizational levels.
Excellent negotiation, communication, and analytical capabilities.
High-energy leader with the ability to inspire and manage cross-functional, multicultural teams.
Comfortable operating in a matrixed, fast-paced environment.
Proficient in Microsoft Office applications (Word, Excel, PowerPoint, etc.).
Additional Requirements
Ability and willingness to travel up to 50%.
Flexibility to work outside standard business hours as required.
Must hold a valid driver's license and maintain availability via mobile when off-site.
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