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Applied Materials Mgr Order Mgmt 
Taiwan, Hsinchu 
99070543

31.07.2024

Key Responsibilities

  • Managing the daily running of the contact center, including effective resource planning and implementing contact center strategies and operations
    • Shift management and manpower planning.
    • Cross regioncoordination/alignmentfor after hours support incl. Japan, SEA, China and Taiwan
    • Flexible to be on-call or on-duty for after hoursbusiness/operation/peoplemanagement
    • Identify infrastructure and operation supporting gap in after hours and drive improvement
  • Implements Parts & Service Order Management strategies
  • Ensures appropriate level of staffing to meet volume demands for specific customers or regions.
  • Actively engaging and supporting the development of the team to ensure better performance and succession planning.
  • Setting and meeting performance targets for speed, efficiency & service quality
  • Identify gaps and need for improvement to processes and systems as well as to support global standardization
  • Drive continuous improvement initiatives. Contribute to the design and implementation of change programs and projects which impact the operation.
  • Identify training needs and plan training
  • Prepares operation performance reports by collecting, analyzing, and summarizing data and trends
  • Handling the complex customerescalations or inquiries
  • Interface with internal stakeholders to drive cross-functional collaboration and resolve conflicts.
  • Ensure effective and consistent communication throughout the team, encourage feedback and customer insight in order to enhance the customer experience.
  • Drive compliance to policies and global standard processes

Functional Knowledge

  • Demonstrates in-depth understanding of concepts, theories and principles in own job family and basic knowledge of other related job families

Business Expertise

  • Applies understanding of the industry and how own area contributes to the achievement of objectives

Leadership

  • Manages a generally homogeneous team; adapts plans and priorities to meet service and/or operational challenges

Problem Solving

  • Identifies and resolves technical, operational and organizational problems

Impact

  • Impacts the level of service and the team’s ability to meet quality, volume, and timeliness objectives
  • Guided by policies and resource requirements within business unit, department or sub-function

Interpersonal Skills

  • Guides, influences and persuades others internally in related areas or externally

Qualifications:

  • Bachelor's degree or above in the related disciplines
  • 7-10 years working experience in the semiconductor industry, and above 5 years people management experience. CSR/OM managemnet expereince is preferred.
  • Excellence in customer service, internal and external communications, cross-function coordination
  • Good knowledge of spares and services business operation processes
  • Proven experience in problem-solving through interpersonal skills
  • Familiar with SAP ordermanagement/fulfillmentmodule
Bachelor's Degree

4 - 7 Years

Full time

Assignee / Regular