Regional Customer Support Manager
Location
Taiwan
Summary
The Asia Customer Support Engineering Manager supports and services DCG Systems’ clients throughout Asia, and is the primary contact to our customers for resolving issues and failures. This is a hands-on position that leads group of Customer Support Engineers located throughout Asia. The ideal individual must maintain a strong professional presence, have experience working with a diverse variety of people and cultures, knowledge of troubleshooting and debugging complex systems, and provide excellent customer service. This position must go beyond simply meeting customer demands, requests, and maintaining the status quo. This person is expected to develop and nurture relationships with customers to achieve overall customer delight and satisfaction to its fullest extent.
Responsibilities
The Regional Customer Support Engineering Manager (RCSM) is a player-coach role that requires a mix of talents including employee management skills, customer relationship management skills, basic business management skill, sound judgment and the ability to function independently. The individual must professionally coach, counsel and develop department personnel, while also providing support and service directly to customers. They anticipate and head off potential issues, while prioritize and assign projects, duties and tasks to department personnel. The RCSM performs analysis and develops key metrics. They also provide support to customers through performance of installations, upgrades, repairs, and maintenance of complex capital equipment and systems. In addition, the RCSM is responsible to resolve issues directly or refer advanced issues to technical support resources, and act as a customer service advocate, i.e. instructing customers in the operation and maintenance of the system.
Job responsibilities include, but are not limited to:
- Works face-to-face with customers before and after each sale
- Builds and develops satisfactory and long-lasting relationships between DCG Systems and its customers
- Maintains customer contacts interactively to build and keep a positive relationship between the company, the service departments, and the end user based on mutual respect and trust.
- Supports sales activities in the region (Feedback to Sales, attend Sales meetings, etc.)
- Assures standard service processes are implemented and followed. This includes using Enterprise Wizard for ordering parts, contract management, tracking all customer service activities and escalation, following the escalation process and parts return process
- Develops and deliver customer quotes for billable service activities and contracts within DCG guidelines.
- Negotiates and close service contract sales with DCG Customers in the region
- Forecasts and achieve service sales goals for the region
- Reviews all customer purchase agreements and acceptance requirements. Ensures each requirement is provided for or met with support of the Company
- Prepare local resources for the successful installation and on-going support of new and transferred systems in the region
- Corresponds with customer and DCG in regard to unresolved items until their conclusion
- Update customers on new technological developments and procedures from DCG
- Maintain a high level of customer satisfaction through frequent communications
- Supports product demonstrations
- Assist marketing/sales in the setup and running of trade shows within Asia
- Performs employee performance reviews, forecasts budgets, and performs managerial responsibilities
- Uses company technical documentation and provides feedback for improvement
Skills
Required
- Technical school or training or equivalent experience, with 15+ years experience in Field Service or Customer Service Engineering and 5+ years experience in management, servicing Semiconductor Capital Equipment
- Fluent in English, must have strong oral and written communication skills.
- Strong customer focus with good interpersonal, facilitation, verbal, written and listening communication skills
- Strong technical debug and troubleshooting skills
- Planning, Prioritization, Problem Solving, and Organizational Skills
- Able to travel up to 30% and easily obtain a travel visa for Malaysia, Singapore, Korea, Japan, and China
- Ability to quickly learn new technical concepts and exercise reasonable judgment (without supervision) and have a high attention to detail
- Proficient computer skills using MS-Office – must be competent in MS-Excel
Preferred
- Experience in Semiconductor Failure Analysis (FA) methodologies, techniques and equipment
- Fluency in additional languages a plus (Cantonese, Mandarin, Korean, Japanese)
Education
- Bachelor degree in Engineering or Physics
If you are interested in this position, we invite you to Submit Your Resume.
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