Service Center Coordinator
- Singapore
- $46,707-58,384 per year
- Permanent
- Full-time
Our Client operates in the Semiconductor Manufacturing Industry, with its headquarters rooted strongly in Switzerland. It has its branches spread to more than 29 countries, providing employment to more than 2,000 people all over the world. Their core business is to develop and manufacture Vacuum Valves and other products related to it.Responsibilities:Primary point of contact for all service issues (in-house repairs & field service)
- Contact person and coordinator for trouble shooting & complaint handling
- Hotline: handles incoming technical calls and routes accordingly if they cannot be addressed directly
- Undertake all schedules and correspondence of repair and maintenance of customers’ valves that are sent into the Service Center for warranty, assessment or billable time and material services.
- Responsible for assessing cleaned valves from decon suppliers and coordinating customers’ repairs or maintenance service request
- Arrange service technicians to evaluate the service cost of the valves received from customer
- Support Service Manager on Service Center reports and presentations
- Create quotation including evaluation results / failure analysis for the repair and send it to customers through customer service
- Act as key interface to report to business units recurring product problems
- Obtain Purchase Order from customer or through GSE sales and arrange service technician for the repair.
- Orders non-standard parts required from technicians for repair through GS3 RGAs
- Manage the service order status in the GS3 (ERP) system from “EVAL” through “APBS” so that it reflects current progress without delay
- Cooperate with Customer Service team and obtain necessary service parts in time.
- Act as key interface with service department in HQ for specialized repairs not executed in the local Service Center
- Coordinate upcoming field service interventions with customer and sales
- Offer and implement fixed repair-service price for the customers as much as possible to reduce workload in the repair process.
- Support and participate in all leading strategic projects to execute Service Center best practices including:
- Housekeeping of the Service Center
- Periodical utilization review of the service technician
- Repair part prioritization and utilization
- Support Customer Operations in periodical parts inventory audit, cycle count, scrap and inventory turns
- Diploma or Degree in Electrical / Mechanical Engineering is required
- At least 5 years of experience in the Semiconductor or Flat Panel Display (FPD) industry
- Competent in full Microsoft Office suites and ERP systems such as MS Dynamics or SAP is an advantage
- Have experience in Order management
- Possess good inter-personal skills, discipline and work attitude
- Preferably with people management experience
- Must be able to work independently in a high customer demanding environment
- Repair experience of mechanical assemblies, valves or semiconductor process equipment is advantageous
- Languages: English and Mandarin
- Field service experience is desired