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

Company Overview

American corporation that engages in the design, manufacture, marketing, and service of semiconductor processing equipment used in the fabrication of integrated circuits

Job Description

Primary Responsibilities:

• Interacts with customers and/or service representatives to handle a variety of pre-sales or post-sales service functions. Receives customer requests and prepares documents/trouble tickets related to processing returns (RMA), servicing and exchanges. Follows up on urgent orders to ensure they have shipped.
• Creating and maintaining of Sales Orders, Service Orders & Quotations. Places orders, provides information on part pricing and availability, order status, and delivery information, resolve customer complaints and issues.
• Conducts audits of Global orders to ensure accuracy of processing
• Analyzes reports and metrics for deviation from plan, reconciles data variances and uses that information to guide the identification of root cause and execution of corrective action activities to deliver system capability, improvement, process redesign & implement changes
• Responsible for driving team members with process / tool related troubleshooting
• Responsible for driving team members by scheduling and managing day to day floor activities
• Macro level process knowledge on repair and refurbish parts replenishment.
• Prepare weekly, monthly, and quarterly reports, including KPI’s (Key Performance Indicators), SLAs and Operational Metrics
• Supports Annual Operating Plan initiatives for Global Spares and is actively involved in continuous improvement efforts
• Recruit, assimilate, coach new customer service team members in accordance with LAM guidelines & policies


Mandatory Skills required to perform the job:
• Proficiency in SAP R/3 SD Module and Customer Order Processing in product-based industries
• Strong knowledge MS office tools like Excel, Word, Power Point, Visio, and MS Access
• Demonstration of superior customer service skills. Troubleshoots problems and provide resolution that is both beneficial to the customer and meets Lam’s guidelines for resolution.
• Lean Management experience is mandatory (Yellow/ Green belt)
• Run previously created SAP/SAP HANA reports and takes actions based on report results. Strong analytical, problem solving and system skills
• Make recommendations to customers and makes judgment calls based on defined business processes and SAP prompts.
• Regularly add valuable contribution to solutions and continuous improvement of the customer service process.
• Analyzes operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customer/clients.
• Develops customer service department procedures. Liaises between customers and manufacturing, sales, field service, order processing and accounting to resolve status, production, delivery and billing inquiries.
• Minimum 4-6 years people management experience

Additional Information

Desirable Skill:
• Reading & Writing skills in languages like Mandarin/Korean/Japanese
• Experience in aftermarket Spares Operations or Automotive
• Understanding of reverse value chain/repair operations
• Knowledge on Esker / Winshuttle etc and or previous experience lean/process improvement projects
• Prefer experience in aftermarket Spares Operations or Automotive or any service Industry
• High energy, strong work ethic, adaptive, able to meet tight deadlines