11 days ago - req13035

CS Regional Service Manager

Customer support

Other job categories

In a nutshell

Location

Yokkaichi, Japan

Team

Customer support

Experience

8+ years

Degree

Bachelor

Job Category

Other job categories

Introduction

Field service focus on tool performance of customer fab. Fromsystem install till warranty end and contract start. Our daily with SMARTmethod on field operation. We co-work with different departments to make highperformance system on customer site.
Therole of regional service manager is to support advanced customer’srequirement with advanced technology through various interfaces with HMIproduct lines and with that also support HMI long term business growth.

Job Mission

Create Safe working environment ( internal & External ) : Ensure FSE has right procedure & tools to do daily execution, and FSE has embedded safety is always first priority to be complied
Customer management : Takes a leadership role in managing company resources to ensure total customer satisfaction.
Regional operation : Manages cross sector cooperation activities related to customers/central technical operation team/sales account manager /Regional product manager to positively impact future growth in products and services.
Boot up business : Assists in the development and implementation of strategic service business plans & HMI Product.
People care/develop : Create work-life balance working environment for FSE, and coach FSE to find the “ Right career path”

Job Description

1.LeadingRegional operation 1). All Domestic customers
-Responseto reach for SLA commitment ( #95% of systems met 93% uptime )& Logistics performance ( Hit rate >85%) / MTBI 250
 -LeadHot escalation until closure( Dailymail to AM & DE / Customer meeting / Postmortem ..etc)
2.Drivefor Engineer Local Solving power > 90% by Class training / BKM workshop /OJT
3.Buildup trust relationship & Customer satisfaction management with Accountmanager
4.Ensureto make Safety working environment for Engineer, and make sure Engineer tofollow customers PIP rule
5.Resourceallocation onDaily Tools Maintenance/ Escalation planning / Installation for all in Region. And long termmanpower plan
6.EnsureRegional Operation comply Local government regulation on Labor &Facility
7.AnnualOperation budget planning & Headcount planning
8.Drivefor Parts & ServiceQuality withHQ Quality dept
9.Support people development byproviding the necessary training, coaching. Helping create Development ActionPlans (DAPs), setting quality personal targets, and conducting employeeperformance reviews
10.Lead by settinga good example (role model) - behavior consistent with words / Encouragecreativity, constant improvement and drive efficiency.

Education

Bachelor Above

Experience

~10 years + in Semicon. industry

Personal skills

1.Proven experience as a manager or managerial positions
2.Good management techniques and methods
3.Good planning, scheduling and tracking
4.Good communication, coordination & presentation skills
5.Good problem-solving ability, dealing with complexity
6.Customer oriented mindset and behavior
7.Drive for Excellence
8.English writing & conversion

Context of the position

Lead Field service engineers on customer service dailyoperation.
Align and co-work with central technical operation team frequently.

Other information

Position will require traveling to other cities of the countryup to 50%. Oversea business travel will be necessary and depend on businessneeds.