Field Service Global Account Support Manager

Job Description

The Global Account Support 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 Account Support Manager, you will be responsible for coordinating the global support activity in their 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 the 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 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 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 and 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

Requirements

Requirements :

Bachelor’s degree or experience in a related field required.

Experience in project management – Formal certification preferred

Minimum 5 years of relevant account management experience in semiconductor industry.

Demonstrated ability to communicate with and present to internal and external stakeholders at all levels.

Excellent verbal and written communications skills

Advantest 93K experience an advantage.

Fluent in English

Travel will be required up to 30%

State of California Development (EDD) :

CCPA Notice for California Residents :

Notice for California Residents : We collect personal information (PI) from you in connection with your application for employment with Advantest America, Inc., including some or all of the following categories of PI : identifiers and personal records (e.g., name, phone number, email address, employment history); commercial information (e.g., if we reimburse you for travel or other expenses during the application process); sensory information (e.g., recorded virtual interviews); professional or employment information (e.g., information provided in your resume and application, such as employment history); non-public education records (e.g., educational institution transcripts and records); and inferences drawn from the above categories of PI. We collect your PI for our purposes, including performing operations related to your potential employment. To view the Advantest Privacy Policy, visit https : / / www.advantest.com / privacy-policy.html. For additional details or if you have questions, contact us at AAI_privacy.officer@advantest.com.

In providing a safe and healthy workplace for all of our employees, Advantest America, Inc., and its subsidiaries, ("Advantest"), new employment job offers are contingent upon the applicant's provision of a copy of their COVID-19 vaccination document to Advantest America Inc. Human Resources prior to their scheduled start date, subject to any written request for medical or religious accommodations.

Advantest is an Equal Opportunity Employer and embraces diversity in our employee population. It is the policy of Advantest to provide equal opportunity to all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or special disabled veteran, marital status, pregnancy, genetic information, or any other legally protected status.

The Advantest Way - Diversity, Equity, Inclusion and Belonging

At Advantest, diversity, equity and inclusion are at the core of who we are. We are continuing to build a culture where everyone feels a sense of belonging through our DE I programs initiatives. We strive to have a diverse, equitable and inclusive workplace to enable us to attract and retain candidates that feel a sense of purpose and empowerment. Our commitment to DE I is unwavering and we are steadfast in our mission to continuously foster an environment of respect, trust and transparency. We value diversity and inclusion and believe employees of all backgrounds contribute to our ongoing success. At Advantest, we celebrate and support the needs of our employees regardless of race, color, ethnicity, national origin, religion, age, disability, gender (including gender expression and gender identity), sex and sexual orientation. DE I at Advantest is more than words to us, they are the Advantest Way.