Service Center Coordinator

About WhiteCrow
We are global talent research, insight, and sourcing specialists with offices in the UK, USA, Singapore, Malaysia, Hong Kong, Dubai, and India. Our international reach has helped us to understand and penetrate specialist markets at a global level. In addition to this, our service is also extended to complement our client’s in-house talent acquisition teams.
About our client
Our Client operates in the Semiconductor Manufacturing Industry, with its headquarters rooted strongly in Switzerland. It has its branches spread to more than 29 countries, providing employment to more than 2,000 people all over the world. Their core business is to develop and manufacture Vacuum Valves and other products related to it.
As a
Service Center Coordinator , you will be responsible for...
Being primary point of contact for all service issues (in-house repairs & field service)
Contacting person and coordinator for troubleshooting & complaint handling
Hotline: handling incoming technical calls and routes accordingly if they cannot be addressed directly
Undertaking all schedules and correspondence of repair and maintenance of customers’ valves that are sent into the Service Center for warranty, assessment or billable time and material services
Assessing cleaned valves from decon suppliers and coordinating customers’ repairs or maintenance service request
Arranging service technicians to evaluate the service cost of the valves received from customer
Supporting Service Manager on Service Center reports and presentations
Creating quotations including evaluation results / failure analysis for the repair and sending them to customers through customer service
Acting as key interface to report to business units recurring product problems
Obtaining Purchase Orders from customer or through GSE sales and arranging service technicians for the repair
Ordering non-standard parts required from technicians for repair through GS3 RGAs
Managing the service order status in the GS3 (ERP) system from “EVAL” through “APBS” so that it reflects current progress without delay
Cooperating with Customer Service team and obtaining necessary service parts in time
Acting as key interface with service department in HQ for specialized repairs not executed in the local Service Center
Coordinating upcoming field service interventions with customer and sales
Offering and implementing fixed repair-service price for the customers as much as possible to reduce workload in the repair process
Supporting and participating in all leading strategic projects to execute Service Center best practices including housekeeping of the Service Center, periodic utilization review of the service technician, repair part prioritization and utilization, and supporting Customer Operations in periodical parts inventory audit, cycle count, scrap and inventory turns
What you already have
Diploma or Degree in Electrical / Mechanical Engineering is required
At least 5 years of experience in the Semiconductor or Flat Panel Display (FPD) industry
Competent in full Microsoft Office suites and ERP systems such as MS Dynamics or SAP is an advantage
Experience in Order management
Possess good inter-personal skills, discipline and work attitude
Preferably with people management experience
Must be able to work independently in a high customer demanding environment
Repair experience of mechanical assemblies, valves or semiconductor process equipment is advantageous
Languages: English and Mandarin
Field service experience is desired
Seniority level
Associate
Employment type
Full-time
Industries
Semiconductor Manufacturing
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