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Spare Parts Contract Manager
2 mesi fa
Job Summary
You will be responsible for the successful management of customer accounts for spare parts contracts and repairs. You will ensure timely completion of all activities related to spares contracts, accurate billing, and reconciliation. You will work closely with various departments, including local Operations, Customer Service, Order Fulfillment, Customer Service Representatives, Planning, Purchasing, Marketing, Logistics, Finance, and Sales.
Key Responsibilities
Order Management:
- Provide customer and contract repair support
- Manage consignment inventory
- Oversee backlog management
- Follow up on critical orders and down sales
- Resolve invoice and billing queries
- Ensure customer ERP data integrity and alignment
- Align customer pricing data
Customer and Account Team Support:
- Act as the primary point of contact for customers regarding spares operational issues and escalation management
- Provide pre-sales support
- Generate reports
- Manage escalations from internal customers (Account Team)
- Monitor and follow up on KPIs to meet customer requirements
- Attend meetings to address customer-specific issues or support process standardization discussions
Billing:
- Manage billing for FPM and customer accounts, ensuring timely completion of billing and reconciliation tasks between Applied Materials and customers
- Minimize Ship Not Billed activity and billing aging
- Resolve customer inquiries and disputes in collaboration with local Customer Service and Sales teams
Inventory Management:
- Ensure 100% alignment between customer and Applied Materials systems for quarterly book-to-book and yearly physical inventory
Reverse Logistics:
- Process all reverse supply chain and failure analysis activities
Your Profile:
- Commercial Education, Bachelor's or Master's degree with a minimum of 5 years of working experience in customer service
- Fluency in both French and English, with an additional language being a plus
- Strong customer focus, empathy, active listening, and patience to build positive relationships with customers
- Strong communication skills, curiosity, team spirit, analytical, and problem-solving skills, and rigor
- Good analytical skills
- Knowledge of supply chain processes and overall spares and services business processes would be appreciated
- Semiconductor experience is a plus
- Project management experience is a plus
- SAP/CRM experience is a plus
Technical Competencies:
- Knowledge of computer and Microsoft Office products
- Good Excel knowledge (Pivots, VLOOKUP's, Charts, etc.)
- MS Outlook
- MS PowerPoint
- SAP
Qualifications:
- Associate's Degree
- Skills
- Certifications
- Languages
- Years of Experience: 1-2 Years
- Work Experience
Additional Information:
- Time Type: Full-time
- Employee Type: Assignee/Regular
- Travel: Yes, 10% of the time
- Relocation Eligible: No
