30+ days ago - req19384

【HMI】-Japan CS Yokkaichi-Site 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. From system install till warranty end and contract start. Our daily with SMART method on field operation. We co-work with different departments to make high performance system on customer site.
The role of site service manager is to support advanced customer’s requirement with advanced technology through various interfaces with HMI product lines and with that also support HMI long term business growth.

Job Mission

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

Job Description

1.Leadingsite operation 1). All KIOXIA customers in Japan
-Responseto reach for SLA commitment ( #95% of systems met 92% uptime )& MTTR 5% / MTBI 600
-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 on Daily Tools Maintenance/ Escalation planning / Installation for all in Region. And long termmanpower plan
6.EnsureSite Operation comply Local government regulation on Labor &Facility
7.AnnualOperation budget planning & Headcount planning
8.Drivefor Parts & Service Quality withHQ Quality department
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

Above Bachelor

Experience

~8 years + in Semiconductor industry

Personal skills

1.Proven experience as a people lead 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, Japanese-Business fluency


Context of the position

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

Other information

Domestic travel to the other Customer: KIOXIA site and rest of ASML offices