Advantest
Customer Engineering Escalation
Advantest, San Jose, CA
Job Description
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 improve 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
Requirements
Bachelor's degree or experience in a related field required.
Experience in project management.
Fluent in English.
Practical experience - supporting ATE equipment, Advantest 93K experience an advantage.
Travel will be required up to 20%
State of California Development (EDD):
- https://www.ecfr.gov/current/title-41/subtitle-B/chapter-60/part-60-300#p-60-300.5(a)
- § 60-300.5(a)(2)(3)(4) Equal opportunity clause. Details the job posting requirements.
- § 60-300.5(a)(6) Equal opportunity clause. All employment openings includes all positions except executive and senior management, those positions that will be filled from within the contractor's organization, and positions lasting three days or less. This term includes full-time employment, temporary employment of more than three days' duration, and part-time employment.
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[redacted].
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.
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 improve 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
Requirements
Bachelor's degree or experience in a related field required.
Experience in project management.
Fluent in English.
Practical experience - supporting ATE equipment, Advantest 93K experience an advantage.
Travel will be required up to 20%
State of California Development (EDD):
- https://www.ecfr.gov/current/title-41/subtitle-B/chapter-60/part-60-300#p-60-300.5(a)
- § 60-300.5(a)(2)(3)(4) Equal opportunity clause. Details the job posting requirements.
- § 60-300.5(a)(6) Equal opportunity clause. All employment openings includes all positions except executive and senior management, those positions that will be filled from within the contractor's organization, and positions lasting three days or less. This term includes full-time employment, temporary employment of more than three days' duration, and part-time employment.
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[redacted].
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.