# Head of Customer Support (m/f/d) at Lidrotec

> Location unclear · Director+ · Other · open. Source: https://alderhq.app/jobs/personio%3Alidrotec%3A2832832 (read 2026-11-08).

## Facts (observed)

- Company: [Lidrotec](https://alderhq.app/companies/lidrotec)
- Location text: Bochum
- Where it can be done from (inferred): Location unclear (evidence: "Location: Bochum")
- Posted: 2026-10-07 (32 days ago)
- First seen by alder: 2026-11-04 · last verified: 2026-11-04
- Reposted: 0 times · edited: 0 times
- Apply on the employer's site: https://lidrotec.jobs.personio.de/job/2832832

## Pay and sponsorship

- Posted pay: not posted

## Description (the employer's text)

### Your mission

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
- 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
- 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

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Data: alder (https://alderhq.app). Cite https://alderhq.app/jobs/personio%3Alidrotec%3A2832832 and the date you read it. Observed facts come from the employer's own listing; location reach, level, family and skills are inferences.