Global Customer Service Manager

Global Customer Service Manager

The Global Customer Service Manager position plays a critical role as a member of assigned Global Account Teams for AAI-based global accounts. The person taking on this role will be expected to demonstrate a thorough understanding of the Advantest FS global organization, business objectives, delivery processes, and support product offerings.

This position will be expected to work collaboratively with other members of the global Field Service management team, Sales, Applications, factory teams, etc. and will represent AAI FS as the accountable focal point for global execution of FS responsibilities in assigned AAI global accounts.

As a Global Customer Service Manager, you will be responsible for coordinating the global support activity in your assigned AAI-based global 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 global accounts. The successful candidate will play a key role in driving overall customer satisfaction (CX) of the assigned account.

Ownership of the account playbook to ensure a clear 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 field service-related matters, ensuring timely engagement of appropriate resources and clear communications with customer and account team throughout the process of resolution, and taking full ownership and accountability in assigned accounts for FS 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 customer experience (CX) and execution of customer support for assigned accounts through :

• Enhanced and consistent customer engagement, to help achieve overall sales objectives.
• Building and maintaining strong long-term relationships with assigned customers and account teams.
• Responsible for maintaining regular customer review meetings.
• Alignment and collaboration with the entire customer team, including FS, 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.