Director of Customer Quality

Job Title: Director of Customer Quality

Location: Beverly, MA

Department: Quality

Reports To: VP Quality

Position Summary

The Director of Customer Quality at Axcelis Technologies will lead global strategic and operational initiatives to elevate the customer experience through world-class quality systems, proactive problem-solving, and cross-functional collaboration. This pivotal role ensures the delivery of exceptional product and service quality across the entire customer lifecycle—from design and manufacturing to field support and service. The ideal candidate is a strategic, hands-on leader with deep expertise in quality systems, customer advocacy, and cross-functional leadership within the semiconductor or high-tech manufacturing industry. This individual will drive customer satisfaction through robust quality programs, rapid issue resolution, root cause analysis, and continuous improvement, ensuring Axcelis’ semiconductor capital equipment consistently meets and exceeds the expectations of global customers.

Key Responsibilities

Customer Advocacy & Experience

Serve as the primary voice of the customer across the organization.

Lead initiatives to enhance satisfaction, product quality, and field performance.

Build strong relationships with customer quality stakeholders.

Lead audits and business reviews.

Ensure timely resolution of issues through root cause analysis (RCA) and corrective/preventive actions (CAPA).

Customer Escalation & Issue Resolution

Lead the resolution of critical customer quality issues with urgency and transparency.

Drive rapid containment, RCA, and implementation of effective corrective actions.

Communicate clearly with internal teams and customers to ensure alignment and trust.

Quality Systems & Compliance

Oversee the development and continuous improvement of ISO 9001-compliant quality management systems (QMS).

Ensure compliance with internal policies, customer requirements, and global regulatory standards.

Monitor and report on key performance indicators (KPI) and quality metrics.

Cross-Functional Leadership

Collaborate with Engineering, Manufacturing, Field Service, Product Management, and Supply Chain to embed quality at the source.

Ensure design for reliability and manufacturability.

Lead quality improvement projects and support new product introductions (NPI).

Coordinate quality inputs into design reviews and change control processes.

Performance Management & Continuous Improvement

Establish and track KPIs for customer quality (e.g., defect rates, on-time delivery, field failure rates).

Champion Lean, Six Sigma, and 8D methodologies to drive systemic improvements.

Lead quality reviews and ensure accountability for continuous improvement.

Team Development & Leadership

Build, mentor, and lead a high-performing global Customer Quality team.

Foster a culture of accountability, innovation, and customer focus.

Develop talent and ensure succession planning.

Qualifications

Required:

Bachelor’s degree in Engineering, Materials Science, or a related technical field; Master’s or MBA preferred

10+ years of progressive experience in quality or technical leadership roles within semiconductor capital equipment or high-tech manufacturing

Familiarity with semiconductor manufacturing processes and customer expectations

Proven track record of improving customer satisfaction and quality performance

Strong knowledge of ISO 9001, Lean Manufacturing, APQP, and QMS systems

Expertise in quality tools and methodologies (e.g., FMEA, 8D, SPC, Six Sigma, RCA)

Experience working with global customers and cross-cultural teams

Experience managing customer-facing quality functions and resolving complex technical issues

Excellent leadership, organizational, and stakeholder management skills

Strong communication and presentation abilities with both technical and executive audiences

Travel domestically and internationally as needed (20%)

Preferred:

Experience working with global customers and suppliers in fast-paced, innovation-driven environments

Proven ability to lead cross-functional teams and influence across all organizational levels

Strong passion for quality, customer success, and continuous improvement

Understanding of customer quality requirements from major semiconductor fabs and foundries

Certifications such as ASQ CQE, Six Sigma Black Belt, or ISO Lead Auditor

Working knowledge of regulatory and environmental standards

Knowledge of cleanroom operations and contamination control protocols

EQUAL OPPORTUNITY STATEMENT

It is the policy of Axcelis to provide equal opportunity in all areas of employment for all persons free from discrimination based on race, sex, religion, age, color, national origin, disability status, medical condition (including pregnancy), veteran status, sexual orientation, marital status, or any other characteristic protected by federal, state or local law. Axcelis will provide reasonable accommodation necessary to enable a disabled candidate or employee to perform the essential functions of the position, unless the accommodation would create an undue hardship for the Company.

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