Director, Customer Solutions

Job description

Work Schedule Standard (Mon-Fri) Environmental Conditions Office Job Description As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer. Business: AIG / Materials & Structural Analysis Division (MSD) Location: Taiwan- Hsinchu Work Schedule Standard (Mon-Fri) Environmental Conditions Office How will you make an impact? Thermo Fisher Scientific is seeking an exceptional Director, Customer Solutions to lead customer solution development, application engagement, and program execution for strategic semiconductor customers in Taiwan. Reporting to the Senior Director/General Manager, EVS, Semiconductor Business Unit , this leader will play a critical role in accelerating adoption of Thermo Fisher Scientific technologies and solutions and driving sustainable revenue growth within the Taiwan semiconductor market. The Director will lead a team of Program Managers and Application Engineers and serve as a senior customer-facing leader for Thermo Fisher Scientific. This individual will build trusted relationships across customer R&D, engineering, manufacturing, operations, and management organizations to understand critical technology challenges and translate customer requirements into differentiated solutions that deliver measurable value. The successful candidate will combine deep semiconductor industry knowledge with strategic customer engagement, applications and workflow understanding, program leadership, and commercial acumen. The Director will work across Thermo Fisher Scientific's Sales, Applications, Product Management, R&D, Service, and business teams to develop and execute customer solution strategies spanning advanced semiconductor characterization, metrology, failure analysis, physical analysis, and process control workflows. This leader will help customers leverage technologies including Transmission Electron Microscopy (TEM), Scanning Electron Microscopy (SEM), Focused Ion Beam (FIB), DualBeam platforms, and related analytical and metrology solutions to address increasingly complex semiconductor development and manufacturing challenges. What will you do? Lead the Customer Solutions organization for semiconductor customers in Taiwan, with responsibility for customer engagement, solution development, application execution, tool adoption, and contribution to revenue growth. Lead, coach, and develop a team of approximately four Program Managers and Application Engineers, establishing clear priorities, accountability, and development plans. Develop and execute customer solution strategies aligned with semiconductor technology roadmaps, advanced device development, manufacturing priorities, and critical customer application requirements. Drive adoption and expansion of Thermo Fisher Scientific technologies and workflows, including TEM, SEM, FIB, DualBeam, metrology, failure analysis, physical analysis, and process control solutions. Accelerate customer adoption by moving solutions effectively through technical evaluation, application development, qualification, production acceptance, and broader deployment. Build trusted relationships with key customer stakeholders across R&D, engineering, process integration, yield, failure analysis, metrology, manufacturing, operations, and management organizations. Develop a deep understanding of customer technology roadmaps, process challenges, device architectures, analytical requirements, and investment priorities to identify new opportunities for Thermo Fisher Scientific solutions. Connect individual technologies and applications into differentiated workflows and customer solutions that improve analytical capability, productivity, process control, time-to-data, and customer business outcomes. Partner closely with Sales and Account Management teams to develop opportunities, strengthen customer value propositions, support commercial strategies, and drive sustainable revenue growth. Lead strategic customer programs and ensure disciplined execution against agreed objectives, technical milestones, deliverables, adoption targets, and customer commitments. Coordinate cross-functional teams across Applications, Product Management, R&D, Service, Sales, and other business functions to develop and deliver integrated solutions for complex semiconductor customer challenges. Translate customer requirements, semiconductor technology inflections, and emerging workflows into actionable input for Thermo Fisher Scientific product, application, and solution roadmaps. Establish priorities for technical and application resources based on strategic customer needs, business opportunities, competitive position, and potential impact. Identify and resolve technical, organizational, and execution barriers that could impact customer success, tool adoption, or business growth. Lead regular customer and internal business reviews to assess program performance, technical progress, adoption, opportunities, competitive position, risks, and required actions. Provide timely and accurate updates to senior leadership regarding customer priorities, program status, technology trends, tool adoption, business opportunities, competitive dynamics, and key risks. Monitor semiconductor technology developments, advanced manufacturing trends, competitive activity, and customer investment priorities in Taiwan and translate these insights into actionable customer and business strategies. Foster a culture of customer focus, technical excellence, innovation, collaboration, execution, and accountability. How will you get here? Education Bachelor's degree in Engineering, Materials Science, Physics, Chemistry, or a related technical discipline required. Master's degree, PhD, and/or MBA preferred. Experience 10+ years of professional experience in the semiconductor industry, with strong understanding of semiconductor technology, manufacturing processes, customer requirements, and industry dynamics. Demonstrated experience working directly with leading semiconductor customers in technical, applications, program management, business development, or customer solution leadership roles. Strong knowledge of semiconductor characterization, metrology, failure analysis, physical analysis, and/or process control workflows. Working knowledge of relevant semiconductor analytical technologies such as TEM, SEM, FIB, DualBeam, electron microscopy, and related metrology and analytical solutions. Deep expertise across every technology is not required; demonstrated ability to understand and integrate complex technologies into customer solutions is essential. Understanding of how advanced analytical and characterization workflows support semiconductor R&D, process development, yield improvement, failure analysis, and high-volume manufacturing. Proven ability to drive adoption of complex semiconductor capital equipment, applications, workflows, or technical solutions within customer environments. Experience leading and developing technical and/or program management teams, including Application Engineers, Program Managers, or similar customer-facing roles. Strong understanding of semiconductor customer technology roadmaps, manufacturing environments, tool evaluation and qualification processes, and technology adoption cycles. Demonstrated commercial acumen and ability to translate technical capabilities and customer value into business opportunities and revenue growth. Ability to develop strategic customer relationships and effectively engage stakeholders across technical, operational, commercial, and senior management levels. Proven ability to lead complex customer programs and coordinate multiple functions to achieve customer and business objectives. Experience working effectively within a multinational, matrixed organization and influencing stakeholders across functions and geographies. Strong analytical, strategic planning, program management, and problem-solving capabilities. Excellent executive presence, communication, presentation, negotiation, and interpersonal skills. Fluent Mandarin Chinese and English communication skills required. Demonstrated ability to operate with urgency, discipline, sound judgment, and accountability in a fast-paced customer environment. Ability to travel regularly within Taiwan and internationally as required for business needs Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch as our colleagues explain 5 reasons to work with us. As one team of 100,000+ colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, solve complex scientific challenges, drive technological innovation and support patients in need. #StartYourStory at Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued.