Field Service Supervisor/ Manager

PURPOSE OF THE JOB  岗位目的:   
Responsible for TEL products’ service of customer accounts in Shanghai area
负责上海地区客户的TEL产品售后服务
Manage and improve site FE operation efficiency.
管理和提高现场FE运作效率
Manage customer relationship and meet with customer satisfaction.
管理客户关系，满足客户需求


ROLE  任务:
Lead the activity of service on TEL products (both for installation and sustaining).
领导TEL产品的售后服务(包括安装和维护)
First contact of DAO (TES) with customers’ approaching and escalation issues’ handling.
作为和客户接触的第一道窗口，把握技术升级问题并加以对应。
Lead on site service P&L and FE skill-up.
引导现场服务P&L管理、提升FE的技能
Lead customer requirement and info collection (product plan, competition move, changes etc.).
了解客户需求、收集信息(产品计划、竞争对手动向把握等)。




KEY RESPONSIBILITY  工作内容: 

1.Customer management  客户管理: 
1st contact window for escalation and emergency requirements from customer.
有突发紧急时间时，作为客户的第一联络窗口。
Host as regular meeting with customer, ARs’ summary/analysis and feedback with official report.
主持与客户的例会，总结分析账款回收情况并反映在报告中。
Build solid relationship with customer manager level.
与客户的经理层建立稳定的合作关系。

2.FE operation efficiency  FE日常运作:
Coordinator of BU service and customer for manpower arrangement and dispatch.
安排、调度人员，协调BU与客户
Site issue close ratio and tool quality enhancement monitoring which feedback from factory.
提升现场事务处理比率，并根据工厂反馈监控并提升Tool质量
Site mission set and service P&L manage which includes post sales.
设定现场工作任务、管理Service P&L，包括售后服务。
WDS and FE working hour analysis.
分析WDS和FE工时
FE skill-up progress interview/evaluation and target adjusting if need.
有需要时与FE进行面谈(提升技能)、调整评估目标

3.Site safety  现场安全:
Attend periodic safety meeting of customer.
定期参加客户安全会议。
WW accident information sharing with site FE.
与现场FE分享WW事故信息
KYM and SMBWA analyze and prevention plan execute.
对KYM及SMBWA进行分析，并执行预防计划
 

REQUIREMENTS  任职要求:

1.Background 背景
Solid equipment knowledge of logic/memory on semiconductors, strong engineering background.
具备扎实的半导体逻辑/存储设备方面的知识，工科背景。
Good communication with different levels of customers, strong verbal and written skills.
与不同层次的客户有良好的沟通能力，较强的口头和书面表达能力。
More than 5 years’ experience on semiconductors and good business sense.
至少5年的半导体行业经验，并具有商业意识。
Capable for program/project set up and execution monitoring
能够进行项目启动并落实。
2.Capability 能力
Excellent Customer Relationship Skills, Understands the customer technology requirements
具备优秀的客户关系技巧，了解客户技术要求。
Proven organizational skills to align multiple stakeholders, internal and external
具备组织能力，使公司内部及外部的利益相关者能保持一致。
Excellent communication and Presentation Skills.  Ability to explain complex technology in simple terms.
优秀的沟通和表达能力。能够用简单的语言解释复杂的技术。
Ability to work independently; self-motivated.
独立工作能力;自我激励。


WORKING CONDITIONS 工作条件:
Able to meet travel requirements as necessary- around ~20%
能接受20%左右的出差。