Applied Materials Mgr Order Mgmt 

Taiwan, Hsinchu 

99070543

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