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Customer Service Director – ALD Equipment Products  This position will be located in our Thornton office.   Therefore, preference will be given to local candidates.  Summary/Objective    Forge Nano Inc, a fast-growing materials company with a focus on manufacturing nano-scale coating equipment across a wide range of markets, is seeking an experienced Customer Service Director. The Customer Service Director is responsible for planning, organizing, leading and controlling all Service operations to satisfy Customer requirements. This position will direct and lead a service team that performs a broad range of advanced service duties for Forge Nano's thin-film (Atomic Layer Deposition, or ALD) deposition equipment products, including customer onboarding, installing and servicing equipment in the field, performing service calls, remote customer support, creating estimates/quotes on parts/services, participating in continual improvement efforts, and interacting frequently in customer-facing situations, which require a friendly, patient, and professional attitude. This director will be responsible for customer service strategy, developing and executing service-related performance targets, reporting on customer satisfaction, budget and P/L, product performance and quality issues, as well as resourcing and planning to manage a successful team.  Essential Functions & Responsibilities   Provide leadership for the successful day-to-day operation of the service department, directing and managing the service team members, and coordinate with other internal directors and managers to remove bottlenecks and support ongoing operational activities.   Monitor operational expenses (including controlling and minimizing labor overtime), expense reports as well as research ways to reduce cost while maintaining customer success.   Direct and be responsible for the service strategy, budget (business plan) and projected needs of the Service Team as the Company grows  Participate effectively as a member of Forge Nano's upper management in contributing to the business strategy.   Provide employees feedback, establish SMART-goals and objectives to evaluate performance, prepare and make verbal and written reports and counsel service personnel.  Empower the Service team to meet Forge Nano's customer success, revenue and repeat bookings targets.  Lead every aspect of the customer service experience post-equipment sale to build trusting and enduring relationships with our customers  Develop Service infrastructure, including authoring and ushering the necessary documentation for procedures, processes, and best-known-methods including work instructions, standard operating procedures, service contracts and completing relevant checklists  Support customer service website interface for guided customer training and ecommerce of parts and service packages  Become familiar with the product offerings and the unique attributes of the equipment under different production environments, including occasional customer site-visits  Manage customer service offerings, contracts, and pricing  Maintain and promote a safe work environment at Forge Nano and at customer sites  Adhere to both internal and customer standards of conduct  Professionally represent the company to the customer and reinforce that professionalism within your team  Required Education and Experience   Bachelor's degree (MBA preferred)  Eight+ years' experience in or managing a service team that sells industrial equipment   Excellent leadership and written/verbal communication skills  Must possess people management and project management skills, and have the ability to acquire a technical understanding of the company's tools, tool function, and the product set  Must have previously developed a Customer Service Strategy for a manufacturing/service environment  Must have established (based on company goals) and reported on the relevant targets of a Customer Service function to an Executive team and a Board of Directors  Advocacy for team in resource management  Proficiency with sales, CRM and project management software platforms (e.g. Salesforce, Wirke, Jira, or MS Projects) and Microsoft Office Suite: Outlook, Excel, Word, Teams, etc.  Preferred Skills and Experience   Experience with Service Teams that service a production environment, including Semiconductor service experience   Establishing and meeting customer service-related performance targets  Establishing and growing customer service digital systems including Customer Relationship Management (CRM), inventory management and resource management  Leading a team of technical service individuals across an array of different technologies  Working with customers to understand key issues and evolve product offerings  Work Environment   Work is carried out in our large technical facility in Thornton CO. While performing the duties of this job, the employee may handle hazardous chemicals at times. The employee will be required to wear all appropriate safety equipment including but not limited to eye protection, gloves, steel toe shoes, lab coat, etc. when necessary. An employee in this position works in an environment in which safety, environmental and health concerns may demand constant attention. Strict adherence to corporate and/or plant policies, rules and regulations in these areas is required. Employee will also be subject to customer safety policies and procedures during field service visits.  Physical Demands   The physical demands described here are representative of those that must be met by an employee to perform successfully the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to communicate with others to exchange information.  Travel   Occasional travel is possible for this position.  Compensation   $135,000 - $157,000 annual salary depending on qualifications  Medical/dental/vision/disability and life insurance, holidays, PTO, Flexible Spending Account, and 401(k) plan with company match.  Forge Nano is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.