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 region coordination/alignment for after hours support incl. Japan, SEA, China and Taiwan
  • Flexible to be on-call or on-duty for after hours business/operation/people management
  • 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 customer escalations 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

Position requires understanding of Applied Materials global Standards of Business Conduct and compliance with these standards at all times. This includes demonstrating the highest level of ethical conduct reflecting Applied Materials' core values.

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 order management/fulfillment module

Qualifications

Education:

Bachelor's Degree

Skills:

Certifications:

Languages:

Years of Experience:

4 - 7 Years

Work Experience:

Additional Information

Time Type:

Full time

Employee Type:

Assignee / Regular

Travel:

Yes, 10% of the Time

Relocation Eligible:

No

Applied Materials is an Equal Opportunity Employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, national origin, citizenship, ancestry, religion, creed, sex, sexual orientation, gender identity, age, disability, veteran or military status, or any other basis prohibited by law.