Register

JP

JOB ID 24197

Customer Engineer Manager

  • Manufacturer, Machinery, Equipment
  • Electronics, Sales・Service Engineer, Production Engineer, FAE, Production Engineer
  • Hokkaido, Mie, Hiroshima, Iwate
  • ¥8,000,000～¥12,000,000

The company is the Japanese subsidiary of a semiconductor equipment manufacturer founded in the USA.
It is among the world's top in revenue, scale, and market share.
Their environment offers opportunities to experience technological innovation, cutting-edge customer demands, problem-solving, and contributing to customer success. Their environment offers opportunities to experience technological innovation, cutting-edge customer demands, problem-solving, and contributing to customer success.
Ranked No. 1 in global semiconductor equipment sales in 2022, it provides a chance to leverage skills in a growing industry with the market leader.

Manages professional employees (jobs that typically fall on the B/E band) and/or supervisors. Adapts business unit, department, site or sub-function plans and priorities to address resource and operational challenges. Adapts business unit, department, site or sub-function plans and priorities to address resource and operational challenges. Decisions are guided by policies, procedures and business unit, department or sub-function plan; receives guidance from manager. Provides technical guidance to employees, colleagues and/or customers.

You will be responsible for managing the customer engineer team in your assigned region and building strong relationships with customers. As the head of the service site, you will be accountable for the team's achievements and lead overall site operations, including talent development, resource and cost management, and coordination of technical support.
We promote improvements in service quality and customer satisfaction in line with our business plans, and support the achievement of organizational goals through technical guidance and development for customer engineer members.

Apply for this job

Job Description

  • Responsibilities
    ・Forecasts financial, manpower, and operational requirements for key businesses (start up, warranty, service agreements, paid service). Identifies and pursues service agreement business in conjunction with marketing and sales.
    ・Manages start ups in terms of time and cost requirements. Manages local inventories and RMA procedure. Maintains DSO according to goal. Manages systems start up and warranty cost under reserve.
    ・Ensures customer satisfaction with Company service and system performance.
    ・Interviews, hires, and trains customer engineers as necessary to support regional business.
    ・Ensures employee satisfaction through:
    - communication of business progress and all related actions.
    - setting goals and controlling achievements.
    　- establishing training and career development plans.
    ・Ensures the appropriate safety practices among customer engineers. Develop CE skills. Spots and develops managerial/other specialist talent. Ensures employee satisfaction through:
    ・Escalates system downs according to valid escalation procedure, to ensure earliest possible return to service. Reports in a timely and accurate manner as required.
    ・Achieves guaranteed up time and other parameters as sold to customers.
    ・Promotes quality improvement processes to:
    - reduce cycle time
    - drive continuous improvement of technical performance
    - empower the work force

    ・Formulate personnel, budget, and operational plans for new launches, warranty responses, service contracts, and paid services, and promote the expansion
    of service contracts in collaboration with sales and marketing ・Manage equipment startup schedules and costs, properly manage inventory, RMA, and DSO, and manage warranty-related costs
    ・Enhance customer satisfaction through service quality and system performance.
    ・Hiring, developing, and managing
    Customer Engineers (CEs) necessary for business expansion ・Enhancing employee engagement through the following methods.
    - Sharing
    business status and initiatives - Setting goals and managing
    progress - Thorough training and career development
    support, safety management, promotion of CE skill enhancement and nurturing
    future leadership talent - Appropriate escalation in case of system failures, rapid recovery, and accurate reporting
    ・Responsible for achieving uptime and various service metrics promised to customers.
    ・We promote quality improvement activities to achieve operational efficiency, enhance technical capabilities, and achieve continuous improvement.
  • Requirements
    - Experience in People management
    - Experience in Cost (labor, parts, and more) management
    - Service business management is needed.
    - English (TOEIC850) is needed for English teleconference and communication with overseas.
    ※English usage is up to 20% of time.

    - Team management experience
    - Experience
    managing budgets/costs such as personnel and parts expenses - Experience managing
    service organizations or service businesses - English proficiency (able to hold meetings and communicate with overseas clients)
    *Guideline: TOEIC score of 850 or higher, usage frequency about 20%
  • Preferred
    - Semiconductor Industry Experience
    - Practical experience in the semiconductor industry
  • Location
    Hokkaido, Mie, Hiroshima, Iwate
  • Work Style
    In-office work only
  • Salary
    ¥8,000,000～¥12,000,000
  • Attractive
    Points
    Foreign capital company, Make use of languages, Weekends and holidays off, Major corporation, Management Position

Apply for this job

Return to list

Consultation

Our expert team is dedicated to empowering your career change, crafting tailored career plans, and securing the best job opportunities in the automotive and mobility sectors.

Connect with Us

Search by Industry

Search by Job Type

Search by Location