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Job Description
Responsibilities
- Oversees managers and supervisors assigned to escalations and has direct management of escalations on site if required.
- Interfaces with multiple BU support organizations including at times BU GM, President and VPs, and Factory management.
- Manages performance metrics and KPIs. Provides feedback results to team members on items such as financials, escalation EFACs, and technical skills, in order to enhance the quality of support delivered to internal and external customers.
- Implements programs to improve key departmental metrics.
- Assists in the professional and technical development of technical staff enabling them to set technical goals, monitor, mentor, coach and assist team members to deliver quality support.
- Builds and executes strategies to support both the mission and goals of TEL and multiple BUs in Japan.
- Manages Expat personnel assigned to the US.
- Performs MBO reviews for feedback to Japan Management.
- Prepares budget for semiannual budget process to include expense, headcount and revenue. Manages multiple teams to budget.
- Builds strong relationships with the FST and Sales organizations to better manage customer's technical needs.
- Engineering research needed for tool quotation, providing plan for technical support coverage on performance based contracts and cost analysis of parts COO.
Typical Education and Experience
- Bachelor's Degree with 8 years of related experience; or Master's Degree with 6 years of related experience; or Associate's Degree with 12 years of related experience; or 16 years of experience in lieu of degree. High school diploma or equivalent required.
Physical Demands and Work Conditions
- The physical demands described herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. This job operates in an office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets. This is a largely sedentary role; however, some filing is required, which would require the ability to lift files, open filing cabinets and bend or stand as necessary. This position requires the ability to occasionally lift office products and supplies, up to 35 pounds. This position also requires 4 to 6 hours per day at a computer screen/keyboard.
Diversity creates an innovative culture. TEL US is an Equal Employment Opportunity / Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.
Subsidiary
TOKYO ELECTRON AMERICA, INC.