Field Service Engineer - Semiconductor Capital Equipment - Germany
EMEA, Germany
£50,000k/year - £70,000k/year

car allowance, medical insurance

technology

 

Primary Responsibilities

 

  • Tactical coordination/scheduling of European Service staff to meet customer service demands.
  • Coordinate holiday requests to ensure coverage is in place
  • Ensure timecards are completed appropriately
  • Service staff engagement to ensure personal well-being & team health
  • Ensure ERP system is maintained accurately and timely
  • Act as customer first point of contact
  • Direct quote & parts request to Logistics Manager
  • Provide weekly report of customer issues & escalations
  • Data-mining and analysis for preparing reports
  • Formal response to customer escalations
  • Task force meeting organization & execution
  • Ensure timely responses from technical support groups, i.e. TPS or Engineering
  • Crisp, concise & timely updates to customers & internal management team

 

Secondary Responsibilities

 

  • Perform in back-up role to Customer Service Manager
  • Help Customer Service Manager create & execute medium & long-term strategies for European service
  • Service staff capability gap analyses
  • Service revenue margin improvement efforts
  • Improve travel cost with localised capability improvement
  • Service contract margins
  • Install/Warranty Support cost improvements

 

The position is home-office based or if available in an company office location nearby. Any location in Europe is possible as long as there is good and quick access to international travel (airport nearby, etc.).  Expected travel estimated to be 20-30%.

 

Qualifications

 

Minimum requirements

 

  • Highly driven, self-sufficient, well organised with proven customer-facing experience
  • Good interpersonal skills, great communicator, appreciated team player
  • Willingness to travel throughout Europe (post-pandemic)
  • Fluent English language skills
  • Strong Microsoft Office product knowledge
  • Valid Driving licence
  • Tech skills –Semiconductor industry processes knowledge & experience
  •  

Highly Advantageous

 

 

  • Experience of running a service department
  • Knowledge of CRM and ERP systems such as SalesForce, SAP, Oracle
  • French and German language skills

 

 

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