SUMMARY The Operations Manager, CS&I Europe is responsible for supporting key customers within the European Customer Satisfaction & Innovation (CS&I) team and for improving Axcelis customer satisfaction management at key sites in Europe. The primary task is towards operation; the secondary task is to support business opportunities in the service area in collaboration with CSI Management and Account Manager(s).
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Manage Customer Operations by establishing & managing event calendar with Monthly/Quarterly reviews with key customers: deliver customer solution for long term superior customer relationship.
Coordinate resolution planning for escalation: ensure alignment customer / factory, establish success criteria, drives resources to make sure agreed plan is executable, provides executive report, make sure closure is achieved.
Set-Up Methodology & Communication Paths (Customer / Field Team / Factory team) for efficient Action Tracking to successfully drive key project / open items.
Design of key performance indicators, measurements and targets to monitor, improve and evaluate process effectiveness, efficiency and performance.
Design and deploy process reports including data analysis and conclusion and corrective action proposals to be parts of the customer satisfaction & CSI metrics dashboard.
Analyse spares & consumable market for key customer, including reporting/forecast.
Support Aftermarket Group/account management for customer specific tasks related to spares & services.
Create solutions and be the focal point to address product performance issues, solve parts & consumables or general quality issues.
Identify skill gaps & develop opportunities including training (e.g. 7 Steps problem solving etc).
Proactively manage and develop a team of engineers.
ADDITIONAL RESPONSIBILITIES:
“People Manager” responsibilities include, but are not limited to: Provide leadership, coaching and managerial processes that utilize Axcelis’ values, attributes and behaviors to drive and develop optimal performance of the team and each individual team member. Utilize clear job descriptions and PACT planning and evaluation to foster continuous improvement. In conjunction with Human Resources, responsible for the hiring, performance improvement, and termination of employees.
Required Skills
Required Experience
Relevant 4-year university degree with 5-7 years of experience with semiconductor equipment (ideally high vacuum) installation and maintenance.