PRISM+ is the largest Singaporean direct-to-consmer smart home appliances brand. Our mission is to offer cutting-edge products to the masses at affordable prices. We are a rapidly growing, ever-evolving organisation, and we are seeking new teammates to join us on our exciting journey.

We are looking for a dedicated and enthusiastic Customer Service Officer to join our team at PRISM+ Australia. As part of our customer service team, you will be a vital role in providing exceptional support and creating a WOW experience for our Australian customers across various communication channels.

Key Responsibilities:

• Deliver prompt, accurate, and high-quality responses to customer inquiries through:
• Email
• Live chat
• Phone Calls
• Social Media

• Resolve customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution and customer satisfaction

• Handle urgent cases with immediate attention and escalate to management for swift resolution when necessary.
• Identify recurring issues and communicate them to management, providing suggestions for improvement.
• Maintain a polite, professional, and helpful demeanor in all customer interactions.
• Gather and share customer feedback with colleagues and departments to enhance our products and services.
• Stay passionate and knowledgeable about the latest trends and technology related to PRISM+ products.
• Adhere to company policies, including confidentiality guidelines.

• Strong communication and problem-solving skills

• Passion for customer service and technology
• Ability to work well in a fast-paced environment
• Basic understanding on consumer electronics and smart appliances such as monitors, smart TV
• Occasional nightshifts may be required

Job Description

Key Responsibilities

Assists in planning the daily work schedule within assigned territory to ensure completion of Preventive Maintenance and remedial maintenance.

Uses escalation policies as required to keep management informed of down situations.

Verifies and approves the operational quality of system equipment. Performs daily, weekly, monthly, quarterly, biannual, and annual periodic maintenance on systems within established time frames. Also performs wet cleans as required. Instructs customers in the operation and maintenance of systems. Troubleshoots and corrects process variations on systems partially with assistance from senior engineers.

Assumes responsibility for complete customer satisfaction within assigned accounts. Assists in planning, communicating, and co-ordinating support plans with customer management.

Performs start-up, warranty, paid service, and service contract activities. Performs TIER II start-ups within established time frames. Assists on TIER III start-ups. Provides technical assistance to less experienced Applied personnel. Uses training and experience to identify some process related system problems.

Serves as the Company liaison with the customer's front line management on administrative and technical matters for assigned projects. Assists in the preparation of and participates in customer meetings.

Develops and implements plans to increase productivity. Tracks equipment performance and plan uptime improvement. Has a working knowledge of Statistical Process Control. Utilises Quality Improvement Process methods and terminology.

Plans and executes support activities on a wide range of Applied Materials' systems. May need technical assistance in performance of daily responsibilities.

Functional Knowledge

• Has developed proficiency in a range of analytical processes or procedures to carry out assigned tasks

Business Expertise

• Has a good understanding of how the team integrates with others to achieve objectives

Leadership

• May provide informal guidance and support to more junior team members

Problem Solving

• Provides solutions to problems in situations that are atypical or infrequently occurring based on existing precedents or procedures

Impact

• Impacts the quality of own work and its contribution to the team

Interpersonal Skills

• Uses communication skills to regularly exchange information

Job Description:

· Making sure that all customers deadlines are met; to ensure overall customer satisfaction

· Coordinate customers requirement with internal teams

· Able to handle our customers in various circumstances, even when they are being difficult

· Follow up closely on tight deadlines and ensure our teams can meet them

· Provide ideas and solution paths to customer and internal teams

· Meeting with customers and stakeholders where required to make communication easy and transparent regarding project issues and decisions in services

· Analysing new project / program risks and feedback to management

· Attend conference calls with US and / or Europe customers when required.

· Work on the costing provided by procurement team to provide quotations to customers

· Track quotations that are sent and follow up on open items / statuses closely

· Any other duties assigned by the lead from time to time.

Job Requirements:

· At least Diploma, Advanced/Higher/Graduate Diploma in Business Management, Business Administration or Sales & Marketing is preferred.

· At least 2 year(s) of working experience in related field is required for this position.

· Preferably Junior Executive specializing in Corporate Sales or equivalent.

· Working experience in Manufacturing Environment will be advantageous.

· Proficient in Microsoft Excel (VLOOKUP, PivotTable, etc.), Outlook, PowerPoint.

We’re looking for a Customer Support Associate to join our team in Singapore. This role is a unique opportunity to have an impact on Wise’s mission in helping our customers have a great experience when using Wise.

Your mission: 

Wise has already pioneered new ways for people to transfer money across borders and currencies. Our customers can also manage their hard-earned money with the world’s first platform to offer true multi-currency banking. Your mission is to help customers have the best experience possible with our product working across email, phone and chat.

The role will give you the opportunity to:

• Help customers have the best experience possible with our product working across email, phone and chat

• Be flexible working during business hours but sometimes covering an early morning (from 5am) and weekend shifts

• Go above and beyond the call of duty: work with less supervision and solve complex problems working with other teams while still achieving your KPIs

• Grow through mentoring and side projects with other teams, developing your skills and figuring out how to have a big impact on our customers

• Work with Empowerment – at Wise you get in what you put out so you’ll need to take the initiative when it comes to your career progression

Overview

As a Service Manager, you will be a highly driven individual who is part of the service delivery team that ensures all contracts are actively managed and fronts customers directly. You are required to have IT experience and broad knowledge across infrastructure and cybersecurity technologies. You shall be the single point of contact for internal and external stakeholders while bearing overall responsibility for the project financial health and lead the project from commencement to completion.

What will you do?

Service Delivery

• Providing leadership and management of the Service Support Office and Project Administration in supporting the Client
• Acting as a Single Point of Contact in Client Engagement 
• Representing OneCare when engaging Client
• Representing OneCare when engaging 3rd Party vendors/Principals
• Representing OneCare when engaging NCS CSU and Sales Specialists
• Owning the Scope, SLA, Cost Plan of maintenance contracts managed by him/her
• Managing and monitoring of service activities to ensure that all aspects of the Scope, SLA are met
• Executing decisions pertaining to support activities and/or service requests where scope of work is not clearly defined contractually
• Forecasting revenue and costs of ongoing projects/contracts with minimum deviation
• Monitoring/ Tracking P&L of ongoing projects/contracts 
• Managing costs of ongoing contracts to ensure project margins targets are met
• Supporting Sales, as required, during negotiations of the Scope, SLA and Cost Plan
• Liaising with PMA, CSU Finance in matters of :-
  • Revenue forecast and accrual
  • Cost forecast and posting
• Evaluating needs and delivering continuous process and service improvements

Service Management

• Manage and prioritize service requests, dispatching technicians appropriately and monitoring progress to meet service level agreements
• Develop and maintain key performance indicators (KPIs) to assess service department performance, and continuously work to improve and exceed targets

Customer/ Vendor Management

• Negotiate with vendors and across teams to ensure adequate resources are available during various phases of the project
• Build relationships with users, technical staff and management to determine and resolve issues associated with systems implementation
• Manage contracts and subcontractors
• Negotiate with customers on change request effort, schedules and prioritize changes based on business needs
• Clear and open communication with customers on project issues or clarifications

Business Development

• Proactively identify opportunities for further expansion or improvement of services delivered to the customer and liaise with the Account Manager(s) for development of that opportunity
• Be involved in pre-sale activities

Team Management

• Liaise with team members to ensure that all tasks and deliverables are proceeding according to schedule
• Plan, track and monitor the tasks assigned to the team leader/members
• Delegate tasks effectively by providing clear and specific instructions and goals
• Provide leadership to the project team to ensure that proposals/enhancements are fully analyzed and evaluated for their benefits and costs
• Provide the project team with accurate information about business needs and priorities as well as details about existing business systems
• Participate in leadership activities and providing performance feedback and developmental coaching
• Monitor and improve team performance, providing leadership, coaching, and performance Management

We are looking to welcome a Customer Service Representative to join our Global Customer Service Department. You will work as an integral part of the department by providing outstanding customer service to our internal and external customers and report to the Customer Service Manager. 

Closing Date: Applications will close on 4th Nov 2024.

Applications are shortlisted on a rolling basis, and we will be interviewing alongside advertising. We therefore encourage you to apply at the earliest opportunity.

What you'll be doing:

• Take ownership of customer queries received via phone, email, live chat, and in person through to resolution in line with policies/procedures, KPI and Customer First training best practices. Striving to increase customer satisfaction/first-time resolution and reduce the need for customers to contact.
• Take responsibility for the processing of orders, invoices, quotes, returns, and claims in a timely and accurate manner, responding appropriately and swiftly to queries, problems, and special requests from customers, accelerating these to team leaders and managers where appropriate.
• Resolving product or service problems/queries by clarifying customer issues, determining the root cause of the problem, selecting and explaining the best solution to the problem, expediting corrections/adjustments, and following up to ensure resolution.
• On the back of customer contacts review the customer self-help portals and suggest new content or amendments to the relevant team.
• Managing day-to-day business processes, liaising with other departments where appropriate.
• Suggesting amendments to Standard Operating Procedures (SOP).
• Maintaining knowledge of department policies, processes, procedures, and systems used, developing an internal network to increase knowledge.
• Providing support to team members.
• Active participation in meetings, expressing your viewpoint but also recognizing and listening to others.
• Suggesting improvement ideas and assisting with the implementation of those ideas to improve customer satisfaction, increase productivity, or reduce costs.
• Using Salesforce to manage customer contacts and workflow in line with the SOP.
• Using SAP/Salesforce to manage orders/invoicing.
• You achieve personal objectives and, work to agreed KPIs and targets including quality assurance.
• In addition to the above, this role may also be required to help with projects and workload as determined by business needs and the Manager.

Job Description & Requirements

- Assigned to Business Development Manager as their Sales Support

- Provide RFQ, source rate with airline and oversea agents

- Daily shipping co-ordination of AIR/SEA/Cross Border /3RD PARTY shipments

- To handle billing advise and recoveries

- Administrative support (filing, circulation, preparation/generate report and etc.)

- To undertake new projects/new assignment given from time to time

- To represent sales department in various taskforce/committee

- Other duties as assigned by the Department Manager

Job Requirement

• Good interpersonal and communication skills
• Strong ownership and sense of responsibility
• Ability to manage multiple tasks efficiently
• Excel skills will be an advantage

Benefits

• Good structured career progression
• Comprehensive training will be provided
• Monday – Friday (5 days standard Office hour)

Responsibilities

MRO Operation Support

· Function as key engineering focal to provide technical advice on workscope management, repair dispositions, engineering repair quotes and technical support to Operations, Quality and Customers in meeting airworthiness and customer requirements.

· Support operations to perform repair assessment on nacelle components metallic and composite structures.

· Support communication with OEM on technical issues and component repair assessment.

· Prepare repair packages with detailed repair drawing, stress analysis and submission for airworthiness approvals.

· Perform basic design activities for tooling aid and assembly jig fixtures, coordination with vendor for fabrication and calibration.

· Support new repair capability development, system setup and airworthiness application.

· Support Quality reviews and investigations to enhance and improve engineering and operational processes.

· Identify, support, drive engineering and shop cost reduction and continuous improvement opportunities.

· Develop and conduct Engineering, Component and Product training to Operations Team.

Continuous Improvement

· Identification of new digitalization and I4.0 opportunities for technology introduction and automation into MRO operation

· Design simple RPA, with user guide to implement the process automation applications

Requirements

Education & Experience

· Degree / Master Degree in Mechanical Engineering / Aerospace Engineering or equivalent

· Fresh graduates are welcome. 3-7 years’ relevant experience is added advantage.

· Engineering trained, good team player, self-motivated, fast learner, good communication skill, and good authoring / literature composing.

· SMART Factory, Industry 4.0 experience & knowledge will be considered as added merits.

o Experience on new technology application

o Interest in digital database, data analytics. Programming skill – python, C#...visual studio…

Robot / Cobot application and integration

Skills

· Excellent computer skills – O365, Microsoft Visio, MathCad. Nastran and Patran, CATIA V5 is added advantage.

· Python or other programming language and software development is added advantage.

· Equipment troubleshooting skills such as debug or troubleshoot an existing system.

· Excellent Communication and presenting skills, able to clearly explain novel and complex ideas to stakeholders of all levels and within multidisciplinary teams.

· Excellent written communication skills for record keeping and documentation.

· Problem solving and creative thinking to troubleshoot problems as they arise and find effective solutions.

· Planning skills to detail project timeline, prioritize workload and keep accurate documentation.

· Flexibility & Adaptability –able to keep up with latest techniques and technologies as they develop.

Pls email your resume to [email protected]

Responsibilities:

Responsible for driving and growing Aerostructures aftermarket sales in spares, major components & MRO business for assigned regions & customers. Duties include:

Business Development & Sales

• Develop and drive sales strategies and campaigns to grow Aerostructures aftermarket sales of major components, spares & MRO business
• Advance and secure long-term agreements & contracts
• Market and push major component sales
• Cultivate and capture MRO sales
• Influence and shape airlines’ provisioning decisions for piece parts
• Drive initiatives pertaining to modification/upgrades/retrofits
• Leverage surplus trading to grow incremental revenue
• Craft & deliver presentations and lead sales negotiations with customers
• Organize and participate in marketing events and activities

Customer Relationship Management

• Develop close customer intimacy and manage assigned accounts/regions
• Cultivate and maintain strong business relationships with key customers/contacts
• Interface with customer contacts at all levels and ensure excellent customer experience and service

Business & Market Acumen

• Analyze and understand market trends to identify sales opportunities & leads
• Ensure financial targets such as sales revenue, EBIT and margins are actively monitored and met
• Generate timely and constructive reports
• Create business cases and models to highlight value propositions

Customer Support

• Formulate pricing for customer quotations
• Provide 24/7 AOG support to airline customers
• Work closely with Aftermarket Spares and MRO functional teams to deliver winning solutions
• Assist in accounts receivables due
• Extensive traveling is required (~50%)
• Technical knowledge in aerospace components such as nacelles or composite structures is advantageous

Requirements:

• Degree in Business Administration/Mechanical/Aerospace Engineering
• Minimum 5 to 8 years of aerospace industry experience (Business Development, Sales or Customer Support roles).
• Possess extensive industry contacts as well as a successful sales track record in Asia Pacific region
• Experience in Oceania region will be advantageous
• Display good business acumen, strategic agility and leadership qualities
• Communication skills – both written and verbal – are vital perquisites
• Fluency in Asian languages other than English is advantageous
• Prior knowledge of nacelles and composite structures is a plus

The Raffles Service Agent delivers friendly and professional service that meets guest’s reservation experience expectations prior to their arrival.

Primary Responsibilities

Delivers Friendly and Professional Service

• Ensures smooth operation of Raffles Service department by attending to incoming calls, fax and emails that are pertaining to room reservation.
• Obtains all the necessary information to complete a room reservation in the Opera system, i.e. stay dates, flight details, rates, special requests and reservation notes.
• Completes the reservation process by combining all reservation details (including any Food and Beverage or Spa arrangements) and sending a confirmation to the guest.

Focuses on Guest Experience

• Supports guest’s decision to proceed with the reservation by providing accurate information on the price, room type, availability and the amenities.
• Is well versed with the preference of the regular guests and provide them with the consistent service anticipating their needs in advance.

Involvement in Wider Job Function Actions/Relationships

• Supports the Raffles Service colleagues to achieve upsell goals in various revenue streams.
• Coordinates with other departments (Front Office, Concierge, Food and Beverage, Raffles Spa, Housekeeping and Butler) on the guest’s needs and requirements.
• Works closely with Revenue department to be aware of the occupancy of the hotel (i.e. sold out dates, blackout dates and the need periods).
• Advises Raffles Service Manager of any deviations in rate applications or reservations arrangement.
• Maintains an accurate and updated filing system of all correspondence.
• Is familiar with hotel’s credit policies and handles billing instructions correctly.
• Performs clerical and administrative duties.
• Adheres to Raffles Hotel Singapore and Room Reservations department standard operating procedures, guidelines and grooming standards.
• Supports Accor Corporate programs, such as Planet 21.
• Ensures service standards and individual performance are aligned with Accor Hotels Values.

Reporting to the Service Supervisor, in this role you will be part of a National team of Field Service Engineers providing a prompt and effective service to customers within the Water, Power, Petrochemical and other associated Industries.  

In this role you will identify faults, repair, test and modify actuators in the field, carry out planned and preventative maintenance, mechanical and electrical installations of actuators and associated retrofit adaption of components, pedestals and drive shafts and completing accurate and technical site visit reports for each job.

This role would suit a determined problem-solver, who can think logically for troubleshooting issues and has the willingness to travel.

The Salary Range for this position $48K to $55K Per Annum.

About the role

The incumbent will be leading a team and be part of a larger team within the IFF department in providing seamless and customer-focused solutions to support the achievement of business objectives.

What you will be doing

• Lead the Customer service team for Sea freight
• Liaise with customers on the standard operating procedures
• To meet up with clients on projects / special matters
• Prepare customer key performance index reports
• Promptly handle customers / team escalations
• To implement corrective actions and preventive measures for immediate service recovery
• To co-ordinate with Ocean carriers for bookings / uplift upon escalation from team
• Attend to freight management and rates negotiation
• Provide quotes / rates to COD customer or overseas offices
• Liaise with overseas agents on the various requirements and rates
• Review the profit & loss of product desk
• Analyse job file purchasing and raise concern to Pricing team
• Review & approve changes of work processes before escalation to Head of Sea Freight
• Conduct recruitment exercise for officer / executive position when needed
• Provide related training concerning the BU to new staff assign to the team
• Joint sales visit to resolved operations issue when necessary

Team Management

• Ensure and monitor team compliance to the Bollore’s Code of Conduct and Company’s regulations
• Ensure team understanding and implementation on Bollore’s Value in daily work behaviors
• Plan and monitor team performance including give coaching and counselling needed to deliver expected outcomes
• Plan and monitor team development together with HR Division
• Ensure updated Job Description availability for the team by coordinating with HR Division
• Ensure all changes in Department / Section communicated properly to the team

The successful candidate

• Diploma / Degree preferred
• Minimum 8 years of experience in freight forwarding with sea freight experiences
• Previous customer service experience is an added advantage
• Possess excellent communication and interpersonal skills
• Pleasant personality and a good team player
• Proficient in MS Office & ability to work independently
• DGR trained will be an advantage
• Location: 101 Alps Ave Singapore 498793 (Designated transport Pasir Ris, Ang Mo Kio, Tanah Merah, Tampines, Admiratly, Yishun and Sengkang)

Your mission: 

• Communicating with Wise's business customers and helping them over the phone and via email whilst forming valuable, long-lasting relationships. 

• Collaborating internally with operational and product teams to make sure that we are providing the best service and custom solutions for our business customers.

The role will give you the opportunity to:

• Be a Problem Solver: With a customers-first mindset and empathy, enable a smooth customer experience for our business customers

• Go above and beyond the call of duty: work with less supervision and solve complex problems by working with other teams

• Grow through mentoring and side projects with other teams, developing your skills and figuring out how to have a big impact on our customers

• Work with Empowerment - at Wise you get in what you put out so you’ll need to take the initiative when it comes to your career progression

• Provide excellent customer service to all guests.
• Take reservations and enquire purpose of visit.
• Greet each guest courteously and promptly.
• Share promotions, specials and items to customers.
• Take food and beverage orders, repeat orders to guests, inform guest of estimated service time.
• Oversee a team of servers who are assigned to his/her shift.
• Efficiently input orders in the Point-of-Sale system.
• Process payment and check bills promptly.
• Maintain cleanliness of the outlet.
• Assist manager by getting involved in planning and organizing of special events.
• Check food and beverage inventories and stocks in a consistent and accurate manner.
• Follow Food & Beverage Safety and Hygiene policies and procedures.
• Complete opening, operating, and closing procedures.
• Troubleshoot any issues related to cashier payments.
• Escalate guests feedback to duty manager.

• Good command of spoken English
• Pleasant and outgoing personality
• Team player, preferable with good communication and interpersonal skills
• Positive service attitude, coachable

• Able to work on weekends and public holidays
• 5 day work week
• Variable and daily incentive scheme
• Free shuttle bus from Tanah Merah MRT station

• Provide excellent customer service to all guests.
• Take reservations and enquire purpose of visit.
• Greet each guest courteously and promptly.
• Share promotions, specials and items to customers.
• Take food and beverage orders, repeat orders to guests, inform guest of estimated service time.
• Oversee a team of servers who are assigned to his/her shift.
• Efficiently input orders in the Point-of-Sale system.
• Process payment and check bills promptly.
• Maintain cleanliness of the outlet.
• Assist manager by getting involved in planning and organizing of special events.
• Check food and beverage inventories and stocks in a consistent and accurate manner.
• Follow Food & Beverage Safety and Hygiene policies and procedures.
• Complete opening, operating, and closing procedures.
• Troubleshoot any issues related to cashier payments.
• Escalate guests feedback to duty manager.

• Good command of spoken English
• Pleasant and outgoing personality
• Team player, preferable with good communication and interpersonal skills
• Positive service attitude, coachable
• Able to work on weekends and public holidays

• 5 day work week
• Variable and daily incentive scheme
• Free shuttle bus from Tanah Merah MRT station

Key Responsibilities

Performs startups through Tier III including process qualifications with assistance. Understands all qualifications performed on tool and verifies operational quality (process qualification) of systems equipment including ability to use customer’s metrology equipment. Plans for and completes all levels of preventative and corrective maintenance within timelines. Troubleshoots key technical issues at the component level. Diagnose and recommends solutions for complex system downs. Uses process data to diagnose hardware problems. Resolves some sustaining process issues on well characterized tools.

Troubleshoots key technical issues at the component level. Uses routine process data and on site data logging functions to diagnose system downs. Diagnoses and resolves hardware and software issues. May resolve sustaining process issues with assistance or on very well characterized tools.

Performs complex retrofits. May occasionally organize and lead retrofit activities.

Ensures the correct revs of procedures and schematics. Identifies and corrects procedural issues. Applies global best practices to solve problems for their customer. Occasionally contributes to global best practices. Creates methodologies and procedures as necessary. Participates in patent processes/discussions and documents IP as appropriate.

Anticipates and responds to fab issues including communicating with CE’s in other locations. Drives corrective processes through key stakeholders (PBG, Customer Spec owners, ECO owners, GPS, etc.) or escalates as appropriate. Communicates findings to others and provides suggestions to improve checklists and procedures. Participates in customer meetings and escalations.

Within assigned scope, assist management in operation of site service business. Assists Applied Materials field management in establishing and achieving objectives for assigned accounts. Keeps field management informed on customer perception of system performance. Takes initiative to avoid and resolve customer problems. May occasionally initiate projects to drive down costs or increase uptime.

Provides technical guidance to less experienced CE’s on complex system problems including sustaining process issues. Instructs customers in the operation and maintenance of system.

Follows all checklists and procedures, including safety.

Functional Knowledge

• Has developed depth of skills in a range of processes, procedures and systems, or acts as the technical expert in an area

Business Expertise

• Uses knowledge of how related teams impact achievement of objectives
• Understands the impact of various actions/decisions on the account(s). Takes initiative to avoid and resolve customer problems.

Leadership

• May act as a team lead, may allocate work to more junior team member; provides subject matter guidance to more junior team members

Problem Solving

• Gathers and analyzes data to identify and solve problems that arise with little or no precedent

Impact

• Impacts own team and other teams whose work activities are closely related; suggests improvements to existing processes and solutions to improve the efficiency of the team

Interpersonal Skills

• Evaluates and communicates technical content in a clear manner

Key Responsibilities

Performs startups through Tier III including process qualifications with assistance. Understands all qualifications performed on tool and verifies operational quality (process qualification) of systems equipment including ability to use customer’s metrology equipment. Plans for and completes all levels of preventative and corrective maintenance within timelines. Troubleshoots key technical issues at the component level. Diagnose and recommends solutions for complex system downs. Uses process data to diagnose hardware problems. Resolves some sustaining process issues on well characterized tools.

Troubleshoots key technical issues at the component level. Uses routine process data and on site data logging functions to diagnose system downs. Diagnoses and resolves hardware and software issues. May resolve sustaining process issues with assistance or on very well characterized tools.

Performs complex retrofits. May occasionally organize and lead retrofit activities.

Ensures the correct revs of procedures and schematics. Identifies and corrects procedural issues. Applies global best practices to solve problems for their customer. Occasionally contributes to global best practices. Creates methodologies and procedures as necessary. Participates in patent processes/discussions and documents IP as appropriate.

Anticipates and responds to fab issues including communicating with CE’s in other locations. Drives corrective processes through key stakeholders (PBG, Customer Spec owners, ECO owners, GPS, etc.) or escalates as appropriate. Communicates findings to others and provides suggestions to improve checklists and procedures. Participates in customer meetings and escalations.

Within assigned scope, assist management in operation of site service business. Assists Applied Materials field management in establishing and achieving objectives for assigned accounts. Keeps field management informed on customer perception of system performance. Takes initiative to avoid and resolve customer problems. May occasionally initiate projects to drive down costs or increase uptime.

Provides technical guidance to less experienced CE’s on complex system problems including sustaining process issues. Instructs customers in the operation and maintenance of system.

Follows all checklists and procedures, including safety.

Functional Knowledge

• Has developed depth of skills in a range of processes, procedures and systems, or acts as the technical expert in an area

Business Expertise

• Uses knowledge of how related teams impact achievement of objectives
• Understands the impact of various actions/decisions on the account(s). Takes initiative to avoid and resolve customer problems.

Leadership

• May act as a team lead, may allocate work to more junior team member; provides subject matter guidance to more junior team members

Problem Solving

• Gathers and analyzes data to identify and solve problems that arise with little or no precedent

Impact

• Impacts own team and other teams whose work activities are closely related; suggests improvements to existing processes and solutions to improve the efficiency of the team

Interpersonal Skills

• Evaluates and communicates technical content in a clear manner

Key Responsibilities

Performs startups through Tier III including process qualifications with assistance. Understands all qualifications performed on tool and verifies operational quality (process qualification) of systems equipment including ability to use customer’s metrology equipment. Plans for and completes all levels of preventative and corrective maintenance within timelines. Troubleshoots key technical issues at the component level. Diagnose and recommends solutions for complex system downs. Uses process data to diagnose hardware problems. Resolves some sustaining process issues on well characterized tools.

Troubleshoots key technical issues at the component level. Uses routine process data and on site data logging functions to diagnose system downs. Diagnoses and resolves hardware and software issues. May resolve sustaining process issues with assistance or on very well characterized tools.

Performs complex retrofits. May occasionally organize and lead retrofit activities.

Ensures the correct revs of procedures and schematics. Identifies and corrects procedural issues. Applies global best practices to solve problems for their customer. Occasionally contributes to global best practices. Creates methodologies and procedures as necessary. Participates in patent processes/discussions and documents IP as appropriate.

Anticipates and responds to fab issues including communicating with CE’s in other locations. Drives corrective processes through key stakeholders (PBG, Customer Spec owners, ECO owners, GPS, etc.) or escalates as appropriate. Communicates findings to others and provides suggestions to improve checklists and procedures. Participates in customer meetings and escalations.

Within assigned scope, assist management in operation of site service business. Assists Applied Materials field management in establishing and achieving objectives for assigned accounts. Keeps field management informed on customer perception of system performance. Takes initiative to avoid and resolve customer problems. May occasionally initiate projects to drive down costs or increase uptime.

Provides technical guidance to less experienced CE’s on complex system problems including sustaining process issues. Instructs customers in the operation and maintenance of system.

Follows all checklists and procedures, including safety.

Functional Knowledge

• Has developed depth of skills in a range of processes, procedures and systems, or acts as the technical expert in an area

Business Expertise

• Uses knowledge of how related teams impact achievement of objectives
• Understands the impact of various actions/decisions on the account(s). Takes initiative to avoid and resolve customer problems.

Leadership

• May act as a team lead, may allocate work to more junior team member; provides subject matter guidance to more junior team members

Problem Solving

• Gathers and analyzes data to identify and solve problems that arise with little or no precedent

Impact

• Impacts own team and other teams whose work activities are closely related; suggests improvements to existing processes and solutions to improve the efficiency of the team

Interpersonal Skills

• Evaluates and communicates technical content in a clear manner

Key Responsibilities

Performs startups through Tier III including process qualifications with assistance. Understands all qualifications performed on tool and verifies operational quality (process qualification) of systems equipment including ability to use customer’s metrology equipment. Plans for and completes all levels of preventative and corrective maintenance within timelines. Troubleshoots key technical issues at the component level. Diagnose and recommends solutions for complex system downs. Uses process data to diagnose hardware problems. Resolves some sustaining process issues on well characterized tools.

Troubleshoots key technical issues at the component level. Uses routine process data and on site data logging functions to diagnose system downs. Diagnoses and resolves hardware and software issues. May resolve sustaining process issues with assistance or on very well characterized tools.

Performs complex retrofits. May occasionally organize and lead retrofit activities.

Ensures the correct revs of procedures and schematics. Identifies and corrects procedural issues. Applies global best practices to solve problems for their customer. Occasionally contributes to global best practices. Creates methodologies and procedures as necessary. Participates in patent processes/discussions and documents IP as appropriate.

Anticipates and responds to fab issues including communicating with CE’s in other locations. Drives corrective processes through key stakeholders (PBG, Customer Spec owners, ECO owners, GPS, etc.) or escalates as appropriate. Communicates findings to others and provides suggestions to improve checklists and procedures. Participates in customer meetings and escalations.

Within assigned scope, assist management in operation of site service business. Assists Applied Materials field management in establishing and achieving objectives for assigned accounts. Keeps field management informed on customer perception of system performance. Takes initiative to avoid and resolve customer problems. May occasionally initiate projects to drive down costs or increase uptime.

Provides technical guidance to less experienced CE’s on complex system problems including sustaining process issues. Instructs customers in the operation and maintenance of system.

Follows all checklists and procedures, including safety.

Functional Knowledge

• Has developed depth of skills in a range of processes, procedures and systems, or acts as the technical expert in an area

Business Expertise

• Uses knowledge of how related teams impact achievement of objectives
• Understands the impact of various actions/decisions on the account(s). Takes initiative to avoid and resolve customer problems.

Leadership

• May act as a team lead, may allocate work to more junior team member; provides subject matter guidance to more junior team members

Problem Solving

• Gathers and analyzes data to identify and solve problems that arise with little or no precedent

Impact

• Impacts own team and other teams whose work activities are closely related; suggests improvements to existing processes and solutions to improve the efficiency of the team

Interpersonal Skills

• Evaluates and communicates technical content in a clear manner

Key Responsibilities

Performs startups through Tier III including process qualifications with assistance. Understands all qualifications performed on tool and verifies operational quality (process qualification) of systems equipment including ability to use customer’s metrology equipment. Plans for and completes all levels of preventative and corrective maintenance within timelines. Troubleshoots key technical issues at the component level. Diagnose and recommends solutions for complex system downs. Uses process data to diagnose hardware problems. Resolves some sustaining process issues on well characterized tools.

Troubleshoots key technical issues at the component level. Uses routine process data and on site data logging functions to diagnose system downs. Diagnoses and resolves hardware and software issues. May resolve sustaining process issues with assistance or on very well characterized tools.

Performs complex retrofits. May occasionally organize and lead retrofit activities.

Ensures the correct revs of procedures and schematics. Identifies and corrects procedural issues. Applies global best practices to solve problems for their customer. Occasionally contributes to global best practices. Creates methodologies and procedures as necessary. Participates in patent processes/discussions and documents IP as appropriate.

Anticipates and responds to fab issues including communicating with CE’s in other locations. Drives corrective processes through key stakeholders (PBG, Customer Spec owners, ECO owners, GPS, etc.) or escalates as appropriate. Communicates findings to others and provides suggestions to improve checklists and procedures. Participates in customer meetings and escalations.

Within assigned scope, assist management in operation of site service business. Assists Applied Materials field management in establishing and achieving objectives for assigned accounts. Keeps field management informed on customer perception of system performance. Takes initiative to avoid and resolve customer problems. May occasionally initiate projects to drive down costs or increase uptime.

Provides technical guidance to less experienced CE’s on complex system problems including sustaining process issues. Instructs customers in the operation and maintenance of system.

Follows all checklists and procedures, including safety.

Functional Knowledge

• Has developed depth of skills in a range of processes, procedures and systems, or acts as the technical expert in an area

Business Expertise

• Uses knowledge of how related teams impact achievement of objectives
• Understands the impact of various actions/decisions on the account(s). Takes initiative to avoid and resolve customer problems.

Leadership

• May act as a team lead, may allocate work to more junior team member; provides subject matter guidance to more junior team members

Problem Solving

• Gathers and analyzes data to identify and solve problems that arise with little or no precedent

Impact

• Impacts own team and other teams whose work activities are closely related; suggests improvements to existing processes and solutions to improve the efficiency of the team

Interpersonal Skills

• Evaluates and communicates technical content in a clear manner

Key Responsibilities

Performs startups through Tier III including process qualifications with assistance. Understands all qualifications performed on tool and verifies operational quality (process qualification) of systems equipment including ability to use customer’s metrology equipment. Plans for and completes all levels of preventative and corrective maintenance within timelines. Troubleshoots key technical issues at the component level. Diagnose and recommends solutions for complex system downs. Uses process data to diagnose hardware problems. Resolves some sustaining process issues on well characterized tools.

Troubleshoots key technical issues at the component level. Uses routine process data and on site data logging functions to diagnose system downs. Diagnoses and resolves hardware and software issues. May resolve sustaining process issues with assistance or on very well characterized tools.

Performs complex retrofits. May occasionally organize and lead retrofit activities.

Ensures the correct revs of procedures and schematics. Identifies and corrects procedural issues. Applies global best practices to solve problems for their customer. Occasionally contributes to global best practices. Creates methodologies and procedures as necessary. Participates in patent processes/discussions and documents IP as appropriate.

Anticipates and responds to fab issues including communicating with CE’s in other locations. Drives corrective processes through key stakeholders (PBG, Customer Spec owners, ECO owners, GPS, etc.) or escalates as appropriate. Communicates findings to others and provides suggestions to improve checklists and procedures. Participates in customer meetings and escalations.

Within assigned scope, assist management in operation of site service business. Assists Applied Materials field management in establishing and achieving objectives for assigned accounts. Keeps field management informed on customer perception of system performance. Takes initiative to avoid and resolve customer problems. May occasionally initiate projects to drive down costs or increase uptime.

Provides technical guidance to less experienced CE’s on complex system problems including sustaining process issues. Instructs customers in the operation and maintenance of system.

Follows all checklists and procedures, including safety.

Functional Knowledge

• Has developed depth of skills in a range of processes, procedures and systems, or acts as the technical expert in an area

Business Expertise

• Uses knowledge of how related teams impact achievement of objectives
• Understands the impact of various actions/decisions on the account(s). Takes initiative to avoid and resolve customer problems.

Leadership

• May act as a team lead, may allocate work to more junior team member; provides subject matter guidance to more junior team members

Problem Solving

• Gathers and analyzes data to identify and solve problems that arise with little or no precedent

Impact

• Impacts own team and other teams whose work activities are closely related; suggests improvements to existing processes and solutions to improve the efficiency of the team

Interpersonal Skills

• Evaluates and communicates technical content in a clear manner

Key Responsibilities

Performs startups through Tier III including process qualifications with assistance. Understands all qualifications performed on tool and verifies operational quality (process qualification) of systems equipment including ability to use customer’s metrology equipment. Plans for and completes all levels of preventative and corrective maintenance within timelines. Troubleshoots key technical issues at the component level. Diagnose and recommends solutions for complex system downs. Uses process data to diagnose hardware problems. Resolves some sustaining process issues on well characterized tools.

Troubleshoots key technical issues at the component level. Uses routine process data and on site data logging functions to diagnose system downs. Diagnoses and resolves hardware and software issues. May resolve sustaining process issues with assistance or on very well characterized tools.

Performs complex retrofits. May occasionally organize and lead retrofit activities.

Ensures the correct revs of procedures and schematics. Identifies and corrects procedural issues. Applies global best practices to solve problems for their customer. Occasionally contributes to global best practices. Creates methodologies and procedures as necessary. Participates in patent processes/discussions and documents IP as appropriate.

Anticipates and responds to fab issues including communicating with CE’s in other locations. Drives corrective processes through key stakeholders (PBG, Customer Spec owners, ECO owners, GPS, etc.) or escalates as appropriate. Communicates findings to others and provides suggestions to improve checklists and procedures. Participates in customer meetings and escalations.

Within assigned scope, assist management in operation of site service business. Assists Applied Materials field management in establishing and achieving objectives for assigned accounts. Keeps field management informed on customer perception of system performance. Takes initiative to avoid and resolve customer problems. May occasionally initiate projects to drive down costs or increase uptime.

Provides technical guidance to less experienced CE’s on complex system problems including sustaining process issues. Instructs customers in the operation and maintenance of system.

Follows all checklists and procedures, including safety.

Functional Knowledge

• Has developed depth of skills in a range of processes, procedures and systems, or acts as the technical expert in an area

Business Expertise

• Uses knowledge of how related teams impact achievement of objectives
• Understands the impact of various actions/decisions on the account(s). Takes initiative to avoid and resolve customer problems.

Leadership

• May act as a team lead, may allocate work to more junior team member; provides subject matter guidance to more junior team members

Problem Solving

• Gathers and analyzes data to identify and solve problems that arise with little or no precedent

Impact

• Impacts own team and other teams whose work activities are closely related; suggests improvements to existing processes and solutions to improve the efficiency of the team

Interpersonal Skills

• Evaluates and communicates technical content in a clear manner

Key Responsibilities

Performs startups through Tier III including process qualifications with assistance. Understands all qualifications performed on tool and verifies operational quality (process qualification) of systems equipment including ability to use customer’s metrology equipment. Plans for and completes all levels of preventative and corrective maintenance within timelines. Troubleshoots key technical issues at the component level. Diagnose and recommends solutions for complex system downs. Uses process data to diagnose hardware problems. Resolves some sustaining process issues on well characterized tools.

Troubleshoots key technical issues at the component level. Uses routine process data and on site data logging functions to diagnose system downs. Diagnoses and resolves hardware and software issues. May resolve sustaining process issues with assistance or on very well characterized tools.

Performs complex retrofits. May occasionally organize and lead retrofit activities.

Ensures the correct revs of procedures and schematics. Identifies and corrects procedural issues. Applies global best practices to solve problems for their customer. Occasionally contributes to global best practices. Creates methodologies and procedures as necessary. Participates in patent processes/discussions and documents IP as appropriate.

Anticipates and responds to fab issues including communicating with CE’s in other locations. Drives corrective processes through key stakeholders (PBG, Customer Spec owners, ECO owners, GPS, etc.) or escalates as appropriate. Communicates findings to others and provides suggestions to improve checklists and procedures. Participates in customer meetings and escalations.

Within assigned scope, assist management in operation of site service business. Assists Applied Materials field management in establishing and achieving objectives for assigned accounts. Keeps field management informed on customer perception of system performance. Takes initiative to avoid and resolve customer problems. May occasionally initiate projects to drive down costs or increase uptime.

Provides technical guidance to less experienced CE’s on complex system problems including sustaining process issues. Instructs customers in the operation and maintenance of system.

Follows all checklists and procedures, including safety.

Functional Knowledge

• Has developed depth of skills in a range of processes, procedures and systems, or acts as the technical expert in an area

Business Expertise

• Uses knowledge of how related teams impact achievement of objectives
• Understands the impact of various actions/decisions on the account(s). Takes initiative to avoid and resolve customer problems.

Leadership

• May act as a team lead, may allocate work to more junior team member; provides subject matter guidance to more junior team members

Problem Solving

• Gathers and analyzes data to identify and solve problems that arise with little or no precedent

Impact

• Impacts own team and other teams whose work activities are closely related; suggests improvements to existing processes and solutions to improve the efficiency of the team

Interpersonal Skills

• Evaluates and communicates technical content in a clear manner

Key Responsibilities

Performs startups through Tier III including process qualifications with assistance. Understands all qualifications performed on tool and verifies operational quality (process qualification) of systems equipment including ability to use customer’s metrology equipment. Plans for and completes all levels of preventative and corrective maintenance within timelines. Troubleshoots key technical issues at the component level. Diagnose and recommends solutions for complex system downs. Uses process data to diagnose hardware problems. Resolves some sustaining process issues on well characterized tools.

Troubleshoots key technical issues at the component level. Uses routine process data and on site data logging functions to diagnose system downs. Diagnoses and resolves hardware and software issues. May resolve sustaining process issues with assistance or on very well characterized tools.

Performs complex retrofits. May occasionally organize and lead retrofit activities.

Ensures the correct revs of procedures and schematics. Identifies and corrects procedural issues. Applies global best practices to solve problems for their customer. Occasionally contributes to global best practices. Creates methodologies and procedures as necessary. Participates in patent processes/discussions and documents IP as appropriate.

Anticipates and responds to fab issues including communicating with CE’s in other locations. Drives corrective processes through key stakeholders (PBG, Customer Spec owners, ECO owners, GPS, etc.) or escalates as appropriate. Communicates findings to others and provides suggestions to improve checklists and procedures. Participates in customer meetings and escalations.

Within assigned scope, assist management in operation of site service business. Assists Applied Materials field management in establishing and achieving objectives for assigned accounts. Keeps field management informed on customer perception of system performance. Takes initiative to avoid and resolve customer problems. May occasionally initiate projects to drive down costs or increase uptime.

Provides technical guidance to less experienced CE’s on complex system problems including sustaining process issues. Instructs customers in the operation and maintenance of system.

Follows all checklists and procedures, including safety.

Functional Knowledge

• Has developed depth of skills in a range of processes, procedures and systems, or acts as the technical expert in an area

Business Expertise

• Uses knowledge of how related teams impact achievement of objectives
• Understands the impact of various actions/decisions on the account(s). Takes initiative to avoid and resolve customer problems.

Leadership

• May act as a team lead, may allocate work to more junior team member; provides subject matter guidance to more junior team members

Problem Solving

• Gathers and analyzes data to identify and solve problems that arise with little or no precedent

Impact

• Impacts own team and other teams whose work activities are closely related; suggests improvements to existing processes and solutions to improve the efficiency of the team

Interpersonal Skills

• Evaluates and communicates technical content in a clear manner

The Service Delivery Director shall be the single point of contact for the services to be delivered under this Contract and be present at all management meetings. If he is not available, he shall be duly represented by a person of higher authority, who shall have good knowledge of the services to be delivered, status and issues under this contract.

The Service Delivery Director is required to manage a large team of over 100 resources and have strong technical background to manage the complex environment.
 

Project Delivery

• Review the project lifecycle (initiation, plan, execution, completion)
• Review project schedules, quality plans, budgets, and communication and risk management plans
• Manage issues arising out of scope definition and subsequent disputes that impacted scope, schedule and cost
• Manage issues arising from integration of various components of the project including hardware, software installation, testing, business process review, redesign, application development, migration and data conversion etc.
• Oversee the implementation of the project with regard to schedules, budget, manpower and quality
• Resolve project overrun issues with Senior Management
• Monitor and report on project management progress
• Manage resources in terms of mobilizing resources during different periods of time from team to team to maximize productivity or minimize wastage

Customer/Vendor Management

• Manage contracts and subcontractors
• Effectively engaged stakeholders in project decisions and execution
• Build long-term customer relationships by anticipating and exceeding customer’s expectation
• Negotiate with customers on change control mechanism to meet schedules and prioritize changes based on business needs

Business Development

• Proactively identify opportunities for further expansion or improvement of services delivered to the customer and liaise with the Account Manager(s) for development of that opportunity
• Be involved in pre-sale activities

Team Management

• Provide leadership to the project team to ensure that proposals/ enhancements are fully analyzed and evaluated for benefits and costs
• Provide the project team with accurate information about business needs and priorities as well as details about business systems
• Participate in leadership activities and providing performance feedback and developmental coaching
• Monitor and improve team performance, conduct team building, providing leadership, coaching, and performance management