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

• 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

• Associate

• Full-time

• Semiconductor Manufacturing

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