The Customer Engineer Escalation position plays a critical role as a member of assigned Global Customer Service Teams for AAI-based accounts. The person taking on this role will be expected to demonstrate a thorough understanding of the Advantest PS organization, business objectives, delivery processes, and support product offerings.
This position will be expected to work collaboratively with other members of the Field Service management team, Sales, Applications, factory teams, etc. and will represent AAI PS as the accountable focal point for the execution of PS responsibilities in assigned AAI accounts.
As a Customer Engineer Escalation, you will be responsible for coordinating the account support activity in their assigned AAI-based accounts. Some key elements of this objective will be the following: close collaboration with sales, AE, and factory to ensure alignment and “Customer Team” approach to managing their assigned accounts. The successful candidate will play a key role in driving the overall customer satisfaction (CX) of the assigned account.
As a member of the global support team, you will be a key contributor to the account playbook to ensure good understanding of customer needs, coordination of support activities, and communication of site activities and status. Regular reviews with key customer contacts to understand needs and establish trust.
Direct ownership and escalation point for all production service-related matters, ensuring timely engagement of appropriate resources and clear communications with customer and account team throughout the process of resolution and take full ownership and accountability in assigned accounts for PS support of NPI, product engineering, production ramp, and production sustaining activities in upstream and downstream environments.
The business objective of this position is to improve management and execution of customer support for assigned accounts through:
- Enhanced and consistent customer engagement, including regular customer review meetings.
- Improved alignment and collaboration with the entire customer team, including PS, Sales, SADM, Operations, R&D, etc.
- Transparent and consistent support delivery according to Account Playbooks and Account Management Plans
- Established and accurate reporting and KPIs
Minimum Qualifications:
- Bachelor’s degree or experience in a related field required.
- Experience in project management.
- Fluent in English.
- Travel will be required up to 20% <24 hours’ notice on travel may be experienced occasionally).
Preferred:
- Supporting ATE equipment, Advantest 93K experience an advantage.
Skills Required
- 8+ years' experience in R&D, NPI, quality, or field service engineering
- 5+ years' experience in troubleshooting and root cause analysis
- Hands-on experience with MPT3000 products
- Working knowledge of electronic and mechanical engineering
- Excellent verbal and written communication skills
- Working experience of Product Life Cycle
- Project Management experience
What We Do
For over a half-century, Advantest has been designing innovative electronic measuring equipment and semiconductor test systems essential to the development and manufacture of advanced computer and telecommunications products. On April 1, 2012, Advantest completed its integration of Verigy Ltd. Additional Information about Advantest can be found at www.advantest.com.
