MACOM designs and manufactures semiconductor products for Data Center, Telecommunication and Industrial and Defense applications. Headquartered in Lowell, Massachusetts, MACOM has design centers and sales offices throughout North America, Europe and Asia. MACOM is certified to the ISO9001 international quality standard and ISO14001 environmental management standard.

MACOM has more than 65 years of application expertise with multiple design centers, Si, GaAs and InP fabrication, manufacturing, assembly and test, and operational facilities throughout North America, Europe, and Asia. Click here to view our facilities. In addition, MACOM offers foundry services that represents a key core competency within our business.

MACOM sells and distributes products globally via a sales channel comprised of a direct field sales force, authorized sales representatives and leading industry distributors. Our sales team is trained across all of our products to give our customers insights into our entire portfolio.

MACOM is an Equal Opportunity Employer.

We consider applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, marital status or veteran status or any other legally protected status.

Customer Service Manager

Job Purpose
The Customer Service
Manager is responsible for leading the customer service function to deliver
exceptional customer experience while supporting MACOM’s commercial and
operational objectives. This role oversees day‑to‑day customer service
operations, ensures pricing and order management accuracy, and acts as a key
interface between customers, Sales, Business Operations, and Product Lines. The
position also plays a critical role in team leadership, capability development,
and process excellence.

Main Duties and Responsibilities:

• Leadership & Team Management
• Lead,
  coach, and develop the Customer Service team, including performance
  management, training, and mentoring of team members
• Provide
  clear directions, set priorities, and ensure consistent execution of
  customer service standards
• Foster
  a collaborative, accountable, and customer‑focused team environment
• Serve
  as escalation point for complex customer issues, pricing disputes, and
  operational challenges Customer & Order Management
• Oversee
  order management activities, including new orders, change orders, sample
  orders, returns, and credit/debit transactions, ensuring accuracy and
  compliance with internal policies
• Ensure
  proactive management of customer backlogs and effective handling of
  reschedule requests to align with supply chain and business priorities
• Manage
  workload distribution to consistently meet internal SLAs and external
  customer commitments
• Oversee
  customer Requests for Quotation (RFQs), ensuring pricing accuracy,
  historical analysis, and proper application of special terms
  Cross‑Functional Collaboration
• Act as
  a key liaison across Sales, Supply Chain, Finance, Product Lines, and
  Business Operations
• Influence
  stakeholders across different functions and personality types to align on
  shared business goals
• Support
  regional and corporate initiatives by ensuring customer service alignment
  with broader business strategies
• Process Improvement & Governance
• Drive
  continuous improvement initiatives to enhance efficiency, accuracy, and
  customer satisfaction
• Ensure
  consistent use of SAP and adherence to standard operating procedures
• Identify
  process gaps, risks, and improvement opportunities, and lead corrective
  actions

• Support
  audits, compliance activities, and internal controls as required
  
  

Key Competencies Required:

• Strong people leadership and coaching
  capabilities
• Advanced customer relationship management
  skills
• Sound decision‑making, prioritization, and
  time‑management abilities
• Solid business acumen with understanding of
  pricing, margins, and operational trade‑offs
• Ability to influence without authority and
  manage complex stakeholder interactions
• Excellent verbal, written, and
  interpersonal communication skills
• Strong problem‑solving mindset with a
  proactive, solution‑oriented approach
• Proficiency in Microsoft Office Suite
• Strong working knowledge of SAP
  

Minimum
Qualifications:

• Bachelor’s degree (or equivalent)
• 12+ years of customer service, with prior
  people‑management or team‑lead experience preferred