30 days ago - req17118

Customer Support Supervisor for Start up Site

Customer support

Electrical engineering

In a nutshell

Location

Shanghai, China

Team

Customer support

Experience

8+ years

Degree

Bachelor

Job Category

Electrical engineering

Introduction

Scope of the role
Scope of the role Unit operation such as SITE TEAM
Team structure Leads a group of 10 to 15 engineers on daily operational basis
Functional competencies and skills
Specific technical capability * Knows complete functionality of ASML products, main and sub modules
* Broadens application related knowledge
Professional interaction in customer environment
* Communicates in a clear and concise manner, adjust message to level and
knowledge of person interacting with
* Focus on problem and its context
* Is able to work beyond SOP, think about consequences of actions and minimize
risks by having back-up scenarios
* Demonstrates knowing when to listen rather than speaking
* Understands and executes Service Level Agreement- (SLA) with customer and
Account
Business and commercial sense * Understands business of customer and role ASML
* Takes up role in daily resource planning
CS Finance * Understands P&L and impact of service contracts on most of the operational activities
* Executes initiatives to improve cost efficiency regarding own unit. Contributes to management for preparing budgets.
* Manages open service orders to do timely billing.
* Sees business opportunities and proactively communicates
Account team * Moderates participation in account team, brings operational relevant input to all account team meetings
* Brings front line representation of customer pulse
Problem solving and escalations * Takes ownership in resolving issues and escalations. Drives technical solution finding and implementation via CS channel
* Balances interest customers and interests ASML
* Understands business context of issues and escalations for responsible fabs/sites
Equipment performance management * Develops employee awareness and priorities on corporate initiatives as well as line
focus to support
* Develops vision on how to realize OPEX targets
Planning and Capacity management * Supports Customer RAMP for different services (relocation, refurb light, fast
installs etc) by planning & organizing the team and identifying gaps (average of 6 months horizon)
Leadership and behavioral competencies and skills
Achieve great results * Organizes actions effectively and efficiently with focus on monthly / quarterly cycle operation
* Takes ownership and achieves end results: drives solution finding and issue resolving in escalations
* Ensures alignment with key stakeholders across country for solution finding and implementing
* Determines staffing needs for own team
Shape the future * Has vision on own operation and how that effects CS Field Service delivery to customer
* Defines trade-off on performance, cost impact etc and negotiate with customer
* Thinks of areas of improvement within own scope of influence
Motivate others and cooperate * Drives the professional development of the team
* Coaching: Coaches senior CS Engineers, Appl. Engineers, Tech Support (mainly on resolving technical and work related issues)
* Cooperation: same as CS Team leader/Supervisor
* Communication: effective communication with counterparts in local office, VHN and ACE, and with team members
* Decision making: same as CS Team leader/Supervisor