Job Summary & Responsibilities- Drives and improves customer satisfaction and future revenue.
- Manages all facets of customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy.
- Directs the coordination of Service and Applications support activities including Installation, Warranty, contract, technical resources management and advance application engagement.
- Resolve unusually complex technical issues utilizing systematic troubleshooting methodology generally involving multiple processes. Create a mechanism to communicate issues, track progress and pull resources from multiple business units and/or functions. Communicates learnings to rest-of-world to strengthen Onto Innovation products and processes.
- Provides Strategic leadership and direction for the delivery of pre-and post-sales support to TSMC.
- Liaises between TSMC and manufacturing, sales, field service, order processing and accounting to resolve status, production, delivery and billing inquiries.
- Identify potential system improvements and enhancements to achieve customer objectives.
- Check out and approves operation quality of system equipment.
- Develops and manages return materials authorization (RMA) processes for ensuring customer returns, exchanges, service and repairs.
- Responsible for team's skill level development including training and cross training to meet customer support needs.
Qualifications- > 5 years of experience in service /apps supporting TSMC with strong customer service skills
- BS in Electronics, Systems Engineering, Materials Science, Optics, Physics, Chemistry, Electrical Engineering.
- Metrology and/or Inspection tool experience, operation or technical or application or service support, at tool vendors or customers.
- Strong project management and organizational skills.
- Demonstrated ability to assign priorities in a fast-paced and changing environment.
- Ability to effectively interface with different groups in the company and work collaboratively to achieve company goals.
- Track record of mentoring peers or subordinates for personal and professional growth.
- Strong business acumen
- Analytical and problem-solving skills
- Ability to think strategically and tactically (detail-oriented)
- Excellent written and oral communication and presentation skills with the ability to speak and communicate effectively with both senior management and front-line staff personnel.
- Good command of spoken and written English and Chinese
Compensation & Growth• Base Salary Range:
$120,000.00 - $180,000.00, offered in good faith and based on experience, location, and qualifications.
- Additional Rewards: Annual bonus opportunities and potential long-term incentives tied to both company and individual success.
