דרושים Order Management ב-Applied Materials ב-Taiwan, Hsinchu

What You’ll Do

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Role Responsibilities

• 中日文雙語輪班人員 /需配合四班二輪（3個月日班, 3個月夜班。每日工時 12hr, 做二休二）
• Create under limited supervisionquotations/opportunitiesin ERP system and provide to customer
• Create under limited supervision and maintain accurate Sales Orders in ERP
• Escalate and follow up on customer requirements not being met
• Handle customer inquiries via phone, e-mail, and fax
• Generate reports & track orders, opportunities, booking and shipment
• Develop understanding of customer requirements and relationship with customers
• Develop basic knowledge of AMAT products
• Customer parts, return, repair, service requests interaction and processing
• Quote, part# inquiry, problem parts, pricing issue follow up and update
• Order management incl. book, tracking, update, change and troubleshoot
• Entitlement checks
• Service dispatch
• Part expedites, fulfillment and delivery coordination
• Customer escalation follows up and update
• Multi-regions support for the above scope

Qualifications

• 中日語輪班人員
• 日文檢定 JLPT N1 , and TOEIC550 or above
• Bachelor’s degree or above in anyMajors. InternationalBusiness and business administration are preferred
• 3 year above experience in order management & customer service areas are preferred
• Excellent communication and coordinationskills 優秀的中文及日文電話溝通技巧、文書溝通流利
• Personality with positive, proactive, detail-oriented, and responsible

Preferred Qualifications

• 熟悉SAP操作，有訂單管理相關經驗尤佳
• Customer Service experience

Key Responsibilities

• Bridge HQ initiated changes with field team: representative of Applied Materials Taiwan to join HQ major projects (ex. CRM, QRAM, TKM, P&L), participate HQ design phase discussions and communicate field team to adopt changes timely. Continuously feedforward/feedback CIP ideas with HQ and field team, with successful change managements/program implementations

• SME of providing internal data and convert data into business/operation intelligence, provided FSO management and sales team with forecast revenue/GM%, market share, opportunity to grow service business.

• Coordinator of Taiwan FSO productivity improvements, facilitate region level productivity improvement discussions with aggressive target set, work with FSO managers to adopt productivity improvement BKM as well benchmarking practices across Taiwan sites.

• Good communication skill which help to discuss with HQ for CIP with valid business reason, also communicate with field team to understand the real intends and changes properly

• Strategic Program Management:

  • Execute cross-functional programs that support FSO transformation, operational efficiency, and customer experience.

  • Manage program risks, dependencies, and stakeholder expectations.

• Operational Excellence:

  • Execute process improvements across field service delivery, logistics, and customer support.

  • Analyze data to clarify KPI root causes and support process standardization.

Required Capabilities

• Quick learner: the ability to quickly make sense of and organize ambiguous situations

• Partner with stakeholders to achieve and accomplish

Minimum Qualifications

• 3 years (above) knowledge of semiconductor customers and peer equipment companies. Experienced in customer service (ex. CE), or cross functions rotation experience (ex. order management, business operation, spares operation, finance, contract management or relevant) is preferred.

• Interpersonal and communication skills: Ability to collaborate with cross-functional teams, build relationships, and influence stakeholders.

• Strong tactical discipline; coordinate and respond quickly to requests

• Good communication (written and verbal), organization, and influence skills

• Data analysis skill: MS Excel (ex: advanced functions, pivot tables)

• Personality with positive, proactive, detail-oriented, and responsible

Key Responsibilities

• Bridge HQ initiated changes with field team: representative of Applied Materials Taiwan to join HQ major projects (ex. CRM, QRAM, TKM, P&L), participate HQ design phase discussions and communicate field team to adopt changes timely. Continuously feedforward/feedback CIP ideas with HQ and field team, with successful change managements/program implementations

• SME of providing internal data and convert data into business/operation intelligence, provided FSO management and sales team with forecast revenue/GM%, market share, opportunity to grow service business.

• Coordinator of Taiwan FSO productivity improvements, facilitate region level productivity improvement discussions with aggressive target set, work with FSO managers to adopt productivity improvement BKM as well benchmarking practices across Taiwan sites.

• Good communication skill which help to discuss with HQ for CIP with valid business reason, also communicate with field team to understand the real intends and changes properly

• Strategic Program Management:

  • Execute cross-functional programs that support FSO transformation, operational efficiency, and customer experience.

  • Manage program risks, dependencies, and stakeholder expectations.

• Operational Excellence:

  • Execute process improvements across field service delivery, logistics, and customer support.

  • Drive standardization and best practices across accounts and teams.

• Change Management & Communication:

  • Execute change communication plan, training, and stakeholder engagement

  • Act as a liaison between field teams and corporate functions to ensure smooth adoption of new processes and tools.

Required Capabilities

• Quick learner: the ability to quickly make sense of and organize ambiguous situations

• Partner with stakeholders to achieve and accomplish

• Selfless and supportive approach to the role

Minimum Qualifications

• 5 years (above) knowledge of semiconductor customers and peer equipment companies. Experienced in customer service (ex. CE), or cross functions rotation experience (ex. order management, business operation, spares operation, finance, contract management or relevant) is preferred.

• Ability to act as an influencer: nurture relationships, build rapport and establish trust across multiple stakeholders

• Organized, structured approach to execution

• Strong tactical discipline; coordinate and respond quickly to requests

• Good communication (written and verbal), organization, and influence skills

Required:

• 10+ years of experience in Global Product Management, Business Management, and an Engineering background
• Semiconductor background
• MBA w/ BS or Masters in Engineering (ME, ChemE, EE, Materials, Etc.)
• Valid US Passport: must be able to travel within North America, Asia, Europe (25% or more) and have customer facing meetings to influence technical and commercial buyers for service products and capabilities
• Comfortable creating, communicating & presenting high level plans & results to internal executive partners that cover quarterly product, business and strategic reviews
• Must have knowledge of Chemical Vapor Deposition (CVD) Semiconductor product positioning
• Knowledge of improving CPW (Cost per Wafer) and COO (Cost of Ownership) through enhancing the equipment Wafer Output, Consumable and Non-Consumable Part Cost & Wafer Yield
• Knowledge of creating multi-year customer facing roadmaps that continue to add Value (CIP – Continuous Improvement Programs)
• Knowledge of how AI, sensor data & modeling can impact equipment performance & save equipment maintenance time and labor
• Semiconductor Capital Equipment Service Business Knowledge is highly preferred

Key Responsibilities

• Owns positioning and penetrating Service Product Development Programs
  • Aligns customers voice and high value problems with service products & capabilities
  • Creates valuable year over year roadmaps to achieve higher level of customer trust and satisfaction
  • Drives internal cross functional teams to deliver differentiated AIx, Preventative and Corrective Maintenance solutions that impact equipment uptime and improved on wafer results
  • Manages Sales and Business Development teams to create strategies and forecast service growth plans for the next 4 years
• Owns service product penetration strategies, roadmaps and value delivery
• Facilitates intercompany communication to align on product strategies, provide guidance on pricing, spare level contents, and restricted part orders. Facilitates alignment meeting for product roadmap and market proliferation
• Leads coordination between various intercompany groups (such as Operations, Engineering and Global Product Management) to achieve year over year product improvements that impact wafer output, cost & yield

Functional Knowledge

• Demonstrates comprehensive understanding of concepts and principles within own job family and knowledge of other related job families

• Applies in-depth understanding of how own discipline integrates within thesegment/function

Leadership

• Manages multiple related teams, sets organizational priorities and allocates resources

Problem Solving

• Identifies and resolves complex technical, operational and organizational problems

Impact

• Impacts the business results of a team or area by supporting and funding of projects, products, services and/or technologies and developing policies and plans
• Guided by business unit, department or sub-functional business plans

Interpersonal Skills

• Influences others internally and externally, including senior management

Key Responsibilities

• Lead full product PRD.

• Identify marketing roadmap and future customer needs in order to provide correct product roadmap.

• Identify need -Analysis, Develop and Transfer new application capabilities in the system envelope from product division to customer application support team.

• Technically leads difficult, complexproblem-solvingsolutions.

• Defines customer technical requirements, through deep analysis and clear understanding of the product roadmap.

• Key member in red team.

• Generate patents.

• Define new methodologies in order to optimized system performance for specific application.

• Lead customer technical review meetings.

• This technical staff position leads and/or develops and executes exceptionally complex technology and engineering projects and leads research and development of new technologies as appropriate.

• Works on critical complex issues that impact longer term product development and business success measured by one or more of the following: incremental revenue growth, market share increases, key customer penetrations, time to market improvement and commercial value of the work.

• Develop innovative solutions as part of proven track record of significant technology contributions.

• Leads and collaborates to contribute to the development of new principles and concepts.

• Guides less experienced engineers in utilizing techniques to define methods and new technologies and apply them on unusually complex systems.

• Involved in judging the approach and verifying the validity of technical strategies.

Qualifications

• Over 10 years of experience in the EBI market in leading product positions

• Strong understanding of VC applications and customer high value problems (HVP)

• Proven ability to identify VC segment market trends and direct product development accordingly

• Technical capability: Deep understanding of VC imaging, process structures, algorithms, and applications

• Excellent customer-facing skills, with the ability to effectively communicate and address customer needs

Responsibilities

• Manage Weekly RAM P1 Assignments and internal escalations under limited supervision

• Problem Statement Development for Critical Parts on Executive Summary

• Customer Escalation Management as assigned

• Constrained Part Management & Resolution

• Supplier capacity issue resolution

• Develop Recovery plans and communicate to internal customers, including executives

• Perform Root Cause Corrective Actions for Critical Escalations

• Coordination within Spares Execution Functions and other cross functional teams

• Manage Cross Functional Task Forces

• Products obsolescence Management

• New Spares product support

• Manage the execution of the plan and ensure that the escalation can be resolved quickly and efficiently. For chronic part shortages, collaborate the various functions needed to achieve a long-term resolution to mitigate the constraint(s).

• Ensure that suppliers are properly maintaining and updating delivery dates in SAP.

Key Attributes

• Highly Motivated

• Results Oriented

• Self-starter

• Strong analytical capabilities

• Solves complex problems; takes a new perspective on existing solutions; exercises judgement based on the analysis of multiple sources of information

• Builds and maintains positive and effective relationships with internal and external customers, partners, and vendors.

Role Requirement

• Bachelor or above in Supply Chain Management but will consider other business-related functions.

• Minimum of 5 years of experience in a combination of purchasing, planning, logistics, customer service role, or equivalent

• At least 4 years of experience with SAP and the materials management functions

• Experience working with independent demand parts in the semiconductor manufacturing equipment industry

• Have the ability to work independently and an ability to resolve a wide variety of service supply chain issues.

• Be able to explain difficult or sensitive information with internal customers and executives.

• Have a track record of working to build consensus across diverse functions and organizations.

• Direct experience in working with external suppliers

FSO (Field Service Organization) SPO (Strategic Programs Office)

The role requires in-depth knowledge and experience. Uses best practices and knowledge of internal and external business issues to improve our Spares product / service. Solves complex problems; takes a new perspective using existing solutions. Acts as a resource for colleagues with less experience.

Key Responsibilities

• Works closely with customer(s) and key Applied Materials stakeholders within AGS such as Sales, Business Development, Revenue Operations, Regional Planning, Order Fulfilment, Logistics, Order Management, Finance and Spares Business Unit, to ensure program objectives are achieved.

• Oversees the entire product lifecycle, including alignment with customer on parts forecast, contract initiation in SAP CRM system, performance monitoring and reporting, periodic review meetings, forecast modifications and contract annual renewals.

• Single Point of Contact for program related escalations; ensures exceptional customer experience by timely resolution and proactive management of escalations.

• Collaborates with other FPM Program Managers to share and implement BKM’s; participates in FPM PM Forum.

• Identifies business growth opportunities, such as parts regain/retain; works with customer(s) to add the right parts to the program.

• 4~7 years of experience in Spares operation (ex:Planning/GCC/Logistic/SupplyChain/TKM/PM...etc.)in Semiconductors industry.

• Understanding of spares supply network, order processing and fulfillment

• Proficient in data mining, analysis, and presentation; proficiency inSAPis a plus