职位类别： 客户服务/技术支持 电子/半导体/仪表仪器 工作地点： 上海 发布日期： 2008-04-18 工作经验： 10年以上 最低学历： 本科 管理经验： 否 工作性质： 全职 招聘人数： 若干 职位描述/要求： Service Manager Job Description SUMMARY: § Primary duties involve managing the service team, customer support activities and service business, and providing technical guidance associated with Our client laser. This position is responsible for customer satisfaction and internal service cost management as well as the warranty expense. § Develop good communication and working relationship with internal and external customers. Provide the sales support in alignment with key account business strategy. § Develop regional service strategy and treat service as a business. Provide parts usage forecast in assisting logistics team in managing the spare business as well as meeting customers’ requirements, and take responsibility for RMA material return. ESSENTIAL DUTIES AND RESPONSIBILITIES Plan for the service activities/projects and arrange the resource to achieve the business goals in an effective and efficient manner. Develop a strong service organization to achieve customer satisfaction and help achieve the business goals. Lead the service team and provide guidance to the team members in achieving goals. Develop a control mechanism in managing the service team and activities. Generate report with regards to the service team performance. Develop business process to improve the operational efficiency. Manage over-time on as-needed basis and improve the efficiency in utilizing the manpower. Provide spare usage forecast and help logistics in managing the spare business, and take the responsibility for the RMA support. Align with account manager on the business strategy and assist in achieving the account business goals. Develop good working relationship with the both internal and external customers. P rovide technical support to field service engineers . Provide&utilize established escalation and service management processes to provide timely responses to field situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment. I denti fy issues emanating from customers and service operations that require engineering change and utilizing established change management&field change processes to follow-through with appropriate documentation and implementation for regional service&support organization(s). § Provide support and adheres to corporate processes associated with new product introduction, released products, quality, technical service reporting, field service communications, etc. SUPERVISORY RESPONSIBILITIES : P rovide management and direction to the service operations in conjunction and in coordination with account management. Provide comprehensive management of local escalations and advanced customer support emanating from service situations. Provide technical support training to the local field service and technical support personnel so as to build stand-alone competencies. QUALIFICATIONS § Candidate should also have a combination of and/or significant strengths in electronics, software, mechanical engineering, optics. Ability to solve problems of scope where analysis of situations or data requires a review of identifiable factors. Exercises judgment within defined procedures and practices to determine appropriate action. Exercises judgment within defined procedures and practices to determine appropriate action. § Candidate must possess knowledge of Deep Ultra Violet (DUV) equipment installation and support , i.e, stepping and or scanning “Photo Lithography Imaging” systems, DUV metrology systems, DUV excimer lasers or specific DUV Beam Delivery Systems . § System performance related data analysis, system troubleshooting and applied technical problem solving skills are essential. § Management skills are needed. EDUCATION and/or EXPERIENCE Candidate must either have; § BSEE or BSME with a minimum of 10 years experience in a related Semiconductor Equipment discipline, or equivalent experience in diagnosing and troubleshooting and/or customer service on electronic systems § ASEE with a minimum of 6 years experience in DUV optical imaging systems support in a clean r oom e nvironment or equivalent experience in diagnosing and troubleshooting and/or customer service on electronic systems . § Applied technical support/field service experience in semiconductor photolithography / semiconductor fab environment is highly desired LANGUAGE&COMMUNICATIONS SKILLS § Ability to read, analyze, and interpret technical procedures and technical documents . Ability to write reports, business correspondence, procedure s and service/support correspondence&documentation . Ability to effectively present information and respond to questions from groups of managers, clients, customers. § Ability to interact and communicate successfully in a foreign culture; respecting local customs and business practices MATHEMATICAL SKILLS § Ability to perform engineering level calculat ions, mathematical, statistical and technical data analysis. REASONING ABILITY § Ability to define problems, collect data, establish facts, and draw valid conclusions. § Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables. PHYSICAL DEMANDS § Responsibilities may include occasional travel to regional and overseas for service management meetings . § Work may include on site technical support involving heavy lifting of equipment&modules WORK ENVIRONMENT § Position will require both office/desk-related activities as well as some hands-on technical work in a clean-room production environment and/or laboratory setting. Heavy lifting of modules/equipment may be occasionally required. Mail to: tina.ma@adecco.com 联系方式： .
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