CS - Ops Service Coordinator - Taichung (Contract : one year )

Introduction

Planning & Control team is under the Regional Customer Support Operations Support department, driving the long-term operational strategy, execution and performance from the current to the targeted states to transcend the level of operation. The team members consist of Capacity Planners and 8+ Service Coordinators (managed by Team Lead) to cover TW CS all sites.  

Job Mission

The team’s job mission focuses on the following:

• Shape & Drive at external operational teams
• Share and Support at internal OPS department
• Quality of Service Order auditing from simple to complex level
• Efficiency of Service Order handshake (to final closure) process

Job Description

The Service Coordinator have tasks in below domains:

Shape & Drive at external

• Drive CS manager on controlling indices such as time writing (pending hours, weekly 60hr violation, monthly OT 46hr violation), Utilization Rate, old Open Service Order (>90days), etc.
• Report out in OPS dept. meeting and other segment meetings about above indices.
• Drive CS engineer on time writing timely release, frequent errors and SO incorrect booking reduction, and other agreed scopes.
• KT & first line support to both CS manager and engineer on, eg. time writing, MHO, SAP functionalities; collect and provide user feedback (issues, improvements) to dev. teams.
• Drive Account Team on lead time of signing or renewing commercial contracts, OSO definition (billable or not) and DST agreement and prep, and other agreed scopes.

Share and Support at internal

• Involve in building Best Knowledge Method (BKM) on any of the above goals, eg. share, clarify, coordinate, lead in eg. internal meetings; act on BKM’s implementation. 
• Raise voice of frustration, help needed.
• When needed, flexibly support other Service Coordinators or team’s emerging tasks, eg. KT to new SCs.

Quality

• Process non-billable and billable SO with accurate data and correct hand-shake owner to avoid rework in later stage; knowledge about right data source.
• Handle SO issue, correction, trouble-shooting; feedback on structural issues and indicate correct solution owner.

Efficiency

• Standardize work overview and productivity.
• Be able to foresee workload and complexity, plan ahead, and raise hands in case help needed.

Education

Bachelor's degree

Experience

• MS Excel and other data tooling capability.
• Good command of English.
• Work experiences in IT, data analytics for manufacturing section preferred.
• SAP experience preferred.       
• 1+ year within ASML Customer Support organization preferred.

Personal skills

• Able to investigate and maintain data in multiple IT tools, with logical and analytical capabilities.
• Able to find and solve problems within own team or with external stakeholders to reach alignment and achieve targets.
• Team player with a proactive attitude, flexible and supportive, and highly committed.
• Able to work with international teams and drive immediate effectivity and efficiency.

Context of the position

The Officer position is 100% dedicated to the Planning & Control team in Regional Customer Support Operations Support department  for Taiwan and Singapore. Team members are holding strong partnership with managers and engineers in all sites in TW.

Other information

• Experienced candidate will be considered for higher position.
• Weekdays occasional Overtime (OT); general operational and project support are needed.

Travel %

0% Overseas & 0% Domestic ​

This position requires access to controlled technology, as defined in the United States Export Administration Regulations (15 C.F.R. § 730, et seq.). Qualified candidates must be legally authorized to access such controlled technology prior to beginning work. Business demands may require ASML to proceed with candidates who are immediately eligible to access controlled technology.

Diversity and inclusion

ASML is an Equal Opportunity Employer that values and respects the importance of a diverse and inclusive workforce. It is the policy of the company to recruit, hire, train and promote persons in all job titles without regard to race, color, religion, sex, age, national origin, veteran status, disability, sexual orientation, or gender identity. We recognize that diversity and inclusion is a driving force in the success of our company.

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