Service Support Manager (7739)

Overview of Role

We are seeking a results-oriented leader with a strategic mindset to join our Business Operations team in San Jose as a Service Support Manager. In this role, you will drive operational excellence by leading key business system projects and steering service support initiatives. Whether managing a dedicated team or driving complex projects as a functional leader, you will oversee the end-to-end lifecycle of system initiatives—including requirement gathering (URD), system testing (UAT), deployment, user training, and daily troubleshooting for the North America Business Operations team.  Success in this role requires building strong, collaborative partnerships with the North America Customer Support team and TSMC Headquarters in Taiwan to align on system enhancements, drive project implementation, and resolve operational challenges. Our work schedule operates on a hybrid system, where you will be required to work four days in the office. TSMC is the leader in Semiconductor Foundry business.  At TSMC, we develop the technologies that shape the future and change the world!

Responsibilities

• Lead end-to-end project coordination, including gathering detailed business requirements to generate User Requirement Document (URD), steering User Acceptance Testing (UAT), and delivering system training to end-users
• Drive system project execution and spearhead change management initiatives in close collaboration with the IT team
• Oversee daily system administration and serve as the primary point of contact for system troubleshooting and resolution
• Manage and optimize the daily operational process for sales debit and credit requisitions
• Execute key administrative functions, including system access controls and idle mask management
• Design and conduct regular training sessions for Customer Support Specialists to align the team on updated user manuals, operational workflows, and policy guidelines
• Partner with key accounts to manage their daily B2B operational requirements and ensure high-quality service delivery
• Foster team growth & capability setting clear performance objectives, providing constructive feedback, and identifying opportunities for professional development and career progression
• Participate in broader departmental initiatives and fulfill related operational requirements as designated by leadership

Minimum Qualifications

• Bachelor/ Master’s degree in Computer Science or Supply Chain Management with 12+ years of professional/work experience
• Must have advanced Microsoft Office skills (Excel, Word, and PowerPoint)
• Excellent written and oral language skills, and possess presentation skills preferably
• Must possess a strategic mindset, strong analytical and problem-solving skills, and a detail-oriented approach to driving results, while being highly organized and eager to learn independently
• Strong leadership, interpersonal skills and positive attitude to function within and outside the team in a fast-paced work environment

Preferred Qualifications

• Experience in advanced packaging is highly desirable
• Excellent English written and oral language skills and possess presentation skills
• Familiarity with Mandarin is considered a significant asset for collaborating with our international cross-functional teams.

Company Description 

Taiwan Semiconductor Manufacturing Company Limited (TSMC) has been a pioneer in the semiconductor foundry industry since 1987. Now, join TSMC North America, one of TSMC’s dedicated regional sales and services organizations, where we collaborate with customers to achieve silicon success through cutting-edge technologies and manufacturing excellence. Be part of our exciting team and embark on a transformative career with one of the industry’s leading innovators. With locations in San Jose, CA; Boston, MA; Austin, TX; San Diego, CA; and Washington D.C., our team thrives in areas such as Account Management, Technical Customer Support, Business Operations, and more. At TSMC North America, we prioritize employee growth by offering robust training and career development opportunities.  Join us to become part of a group dedicated to excellence and contribute to shaping industry-leading innovations.

As a trusted technology and capacity provider, TSMC is driven by the desire to be:

• The world’s leading dedicated semiconductor foundry
• The technology leader with a strong reputation for manufacturing excellence
• Advancing semiconductor manufacturing innovations to enable the future of technology

TSMC pioneered the pure-play foundry business model when it was founded in 1987 and has been the world’s leading dedicated semiconductor foundry ever since. The Company supports a thriving ecosystem of global customers and partners with the industry’s leading process technologies and a portfolio of design enablement solutions to unleash innovation for the global semiconductor industry. With global operations spanning Asia, Europe, and North America, TSMC serves as a committed corporate citizen around the world.

In North America, TSMC has a strong sales and service organization that works with customers by helping them achieve silicon success with cutting-edge technologies and manufacturing excellence. The Company has continued to accelerate its R&D investment and staffing in recent years and is expanding its manufacturing footprint to support customer innovation with 3D IC technologies and optimal manufacturing capacity.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations, TSMC North America may have to obtain export licensing approval from the U.S. Government for certain individuals.  All employment is contingent upon TSMC North America obtaining any export license or other approval that may be required by the U.S. Government.

TSMC Core Values

At TSMC, we invite talented individuals who share our vision and values to contribute to our continued success. Our core values are the foundation of our culture, guiding every decision and action. We seek applicants who deeply resonate with these principles and embody them in their work:  

• Integrity: Tell the truth. We do not brag. We do not make commitments lightly. Once we make a commitment, we devote ourselves completely to meeting that commitment.
• Commitment: Employees are dedicated to the company, view the company’s success as their own and work diligently to make their best contributions. As commitment is mutual, the Company strives to serve the best interests of its employees.
• Innovation: Innovation is the wellspring of the Company's growth. It means more than new ideas; it means putting ideas into practice.  
• Customer Trust: We strive to build deep and enduring relationships with our customers, who trust and rely on us to be part of their success over the long term.

(For more details on TSMC’s Core Values, please visit：https://www.tsmc.com/english/aboutTSMC/values)

Diversity statement

TSMC North America is committed to employing a diverse workforce and provides Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, marital status, sexual orientation, gender identity, status as a protected veteran, genetic information, or any other characteristic protected by applicable law.

TSMC is an equal opportunity employer prizing diversity and inclusion. We are committed to treating all employees and applicants for employment with respect and dignity. If you require reasonable accommodation due to a disability during the application or the recruiting process, please feel free to notify us at g_accommodations@tsmc.com. TSMC confirms to all applicants its commitment to meet TSMC’s obligations under applicable employment law. Reasonable accommodations will be determined on a case-by-case basis. 

Pay Transparency / Benefits statement

At TSMC, your base pay is only part of your overall total compensation package. At the time of this posting, this role typically pays a base salary between $120,000 and $180,000 per year. The range displayed reflects the minimum and maximum target for new hires. Actual pay may be more or less than the posted range. Factors that influence pay include the individual's skills, qualifications, education, experience and the position level and location.  TSMC’s total compensation package consists of market competitive pay, allowances, bonuses, and comprehensive benefits. We also offer extensive development opportunities and programs.