Supervisor, Customer Solutions Specialist

Join UCT and be part of the fastest-growing sector in the world! We indirectly touch every semiconductor chip that goes into every smartphone, smart car and device that uses artificial intelligence. This 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! 

UCT is looking for a talented Supervisor, Customer Solutions Specialist to join us in Fremont, CA!

Leads and manages a team of Customer Solutions Specialists, ensuring high quality customer service and satisfaction by overseeing daily operations, training staff, resolving issues and improving processes and methods.

Essential Duties and Responsibilities: 

• Supervising, training, and coaching customer solutions specialists.
• Assigning tasks and managing workloads.
• Monitoring team performance and providing support and feedback.
• Addressing individual CSS concerns and providing support.
• Identifying and addressing areas for improvement in CSS team members.
• Ensuring adherence to labor laws, company policies, and procedures.  
• Handling escalated customer issues and complaints.
• Responding to customer inquiries and resolving issues.
• Maintaining a high level of customer satisfaction.
• Ensuring accurate and consistent service delivery.
• Communicating effectively with customers, staff, and other departments.
• Writing and presenting reports clearly and concisely.
• Analyzing customer feedback and trends to identify areas for improvement.

Other Duties 

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 job. Duties, responsibilities and activities may change at any time with or without notice and are at the discretion of UCT.

Knowledge, Skills and Abilities:  

• Leadership and Management: Strong leadership, coaching, and mentoring skills.
• Communication: Excellent verbal and written communication skills.
• Problem-Solving: Strong problem-solving and analytical skills.
• Customer Service: Proven ability to deliver exceptional customer service.
• Technical Skills: Proficiency in relevant software and systems (including MS suite and analysis tools).
• Interpersonal Skills: Ability to build rapport and work effectively with others, both as a team and individually.
• Time Management: Ability to prioritize tasks and meet deadlines.
• Adaptability: Ability to adapt to changing situations and priorities in a matrixed environment.

Educational/Certification Requirement: 

• Required: Minimum HS diplomat or equivalent.
• Preferred: AA or AS in business or related course of study.

Experience Requirement:  

Work Experience: Required 3-5 years customer service job experience at increasing levels of responsibility (senior CS or supervisor level).

Management Experience: Preferred 1-2 years’ experience as a customer service lead or supervisor is preferred.

Physical Demands and Working Conditions: This section is required for compliance with the Americans with Disabilities Act (ADA) 

Criteria:

Work Environment: 

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Works in a manufacturing environment.

Physical Demands: 

• Ability to kneel, reach, walk, push, pull and grasp.
• Ability to lift up to 50 lbs. 
• Ability to move arms, hands, and fingers
• Ability to sit for sustained periods.
• Required to wear personal protective equipment.
• Prolonged sitting with some standing and bending intermittently during work hours.
• Subject to interruptions

Environmental Exposure: 

• Required to wear personal protective equipment where applicable.
• Subject to frequent interruptions.
• The ability to talk on the phone and use a computer for extended periods may be required.
• May involve exposure to moderate noise levels from printers, faxes, computers, etc.

Overnight Travel:  

• Work may require out-of-town travel depending upon assignment (training and meeting).

At Ultra Clean Technology, we do not just welcome diversity - we celebrate it! 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 $68,200.00 and $109,200.00/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, including variable pay and discretionary awards in 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. 

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.

Salary : $68,200 - $109,200