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Salary: Open
Employment Type: Permanent
Industry: Technology/Online
Sub-industry: Semiconductors
Function: Technology

Company Overview

Leading manufacturing, marketing and designing Semiconductor Equipment organization. US MNC pulically listed on Stock Exchnges as well

Job Description

Single point of Contact for Customer requests (Escalations, New requirements, SW Upgrade requests)
Guide & help local team to resolve issues effectively
Escalate and coordinate with development, support & quality assurance teams to ensure effective closure of customer requests
Evaluate and understand customer requests, to effectively communicate priority of the request to the SW engineering organization
Ensure that the policies and procedures pertaining to escalation and upgrade process are followed
Collaborate with cross functional teams to ensure fast solutions delivered to the customer
Mentor and coach team members to successfully handle customer escalations
Self-learner, to familiarize with the current products, SW architecture and stay on top of the new projects/changes that are implemented.
Identify documentation needs (Technical/Non-Technical), document and release contents accordingly
Attend customer meetings, evaluate metrics to Identify potential areas to improve customer experience and satisfaction
Maintain & monitor customer requests, generate reports and provide weekly updates to management


Bachelor’s degree or Master’s degree in engineering preferably Computer Sc / Electronics / Information Technology
Years of Experience – 7 to 10 years