Customer Service Manager
1 month ago
Forecasts financial, manpower, and operational requirements for key businesses, including start-ups, warranty, service agreements, and paid service. Identifies and pursues service agreement business in conjunction with marketing and sales teams.
Manages start-ups in terms of time and cost requirements, ensuring timely and cost-effective delivery. Oversees local inventories and RMA procedures, maintaining a high level of customer satisfaction.
Ensures customer satisfaction with Company service and system performance, conducting regular reviews and assessments to identify areas for improvement.
Interviews, hires, and trains customer engineers as necessary to support regional business, ensuring a skilled and motivated team.
Establishes and maintains effective communication with employees, setting clear goals and expectations, and providing regular feedback and coaching.
Ensures the appropriate safety practices among customer engineers, promoting a culture of safety and well-being.
Develops and implements training and career development plans to enhance employee skills and knowledge.
Escalates system downtime according to valid escalation procedures, ensuring earliest possible return to service.
Reports in a timely and accurate manner as required, providing regular updates to stakeholders.
Achieves guaranteed uptime and other parameters as sold to customers, ensuring high levels of customer satisfaction.
Promotes quality improvement processes to reduce cycle time, drive continuous improvement of technical performance, and empower the workforce.
Functional Knowledge- Demonstrates in-depth understanding of concepts, theories, and principles in own job family and basic knowledge of other related job families.
- Applies understanding of the industry and how own area contributes to the achievement of objectives.
- Manages a generally homogeneous team, adapting plans and priorities to meet service and/or operational challenges.
- Identifies and resolves technical, operational, and organizational problems.
- Impacts the level of service and the team's ability to meet quality, volume, and timeliness objectives.
- Guided by policies and resource requirements within business unit, department, or sub-function.
- Guides, influences, and persuades others internally in related areas or externally.
Position requires understanding of Applied Materials' global Standards of Business Conduct and compliance with these standards at all times, reflecting the company's core values.
QualificationsEducation: Bachelor's Degree
Skills:
Certifications:
Languages:
Years of Experience: 7-10 Years
Work Experience:
Additional Information
Time Type: Full time
Employee Type: Assignee/Regular
Travel:
Relocation Eligible: No
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