What are the responsibilities and job description for the Customer Engineering Escalation position at Advantest America?
The Customer Engineer Escalation position plays a critical role as a member of assigned Global Account Support Teams for AAI-based accounts. The person taking on this role will be expected to demonstrate a thorough understanding of the Advantest FS 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 FS as the accountable focal point for the execution of FS 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 field 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 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 i mprove 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 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
