Manager, Customer Support

The Customer Support and Logistics Manager is responsible for the daily supervision of all functions of materials movements into and out of the Taiwan regional warehouse.  The responsible manager will work within the Hsinchu office, providing excellent customer service skills.  The Customer Support and Logistics Manager will provide a variety of activities to support Customers, Branches, and Field Service Engineers (FSE’s).  The primary purpose for this position is to process incoming Customer Support requests for service or parts related to Onto Innovation systems in the field.

Management/Performance:

• Processing inquiries/requests from the field and branch offices which may or may not be routine in nature

• Manage and transact parts within inventory.  Expedite parts as necessary partnering with supply chain personnel.

• Use data to perform logistics analysis to create a 3PL network.  Aid in choosing and setting up locations.  Recommend what parts to spare in each specific location. 

• Assist on forecast regional inventory based on parts consumed vs parts in inventory

• Tracks and trends KPI’s on business metrics such as fulfilment, on time for delivery, inventory value and quantity.

• Report field (machine) consumed parts

• Tracks customer owned property that is returned for repair.  Communicates tracking and repair details.

• Provides back up and guidance to the other CSR’s.

• Invoice open service orders, including parts and servicer labor.  Manage the orders status and closure.

Part Order Processing & Shipment:

• Use Power Bi Reports to prioritize CSR work.

• Processing inquiries/requests from the field and branch offices which may or may not be routine in nature

• Working closely with our branch offices and our Shipping Department on International shipments

• Provide quotations for price and availability of spare parts to internal and external customers

• Own expedited and escalation request to prioritize emergency shipments.

• Follow up on Sales Order backlog and pending part reports.

Part Returns:

• Entering routine sales orders and return material authorizations (RMA) orders

• Create and/or update DMR reports and failure analysis request.

Education & Experience:

• Minimum five years’ experience within a Materials Planning and logistics Environment using a computer-based ERP system preferably Oracle.

• Bachelor’s or Associates Degree in Business or related field and five years of relevant experience.

• Ability to work remotely and independently from corporate office.

Knowledge:

• Knowledge of international shipping regulations

• Computer skills – must be proficient in Excel, Word, Outlook, and Power Point.

• Experience working within a manufacturing environment

• Oracle experience is advantageous

Skills:

• Ability to read and comprehend instructions

• Ability to communicate clearly with others in a professional and courteous manner

• How to prioritize multiple tasks

• Works with others on projects and provides guidance