Reporting to the Senior Manager, Enterprise Applications, this position is responsible for providing vision, leadership, planning, project coordination and management for the development of a cost-effective Customer Relationship Management (CRM) while concurrently facilitating efficient operations to meet current and future business needs of the system. The Manager will work closely and collaboratively with the customer service teams to manage the implementation of CRM and run reporting and analysis. The Manager will work alongside customer service leadership to understand business requirements and provide insights into CRM solution. He/She will lead a team of analysts and developers to drive and manage multiple applications projects. This position is accountable for ensuring continuity and successful delivery of functional services to users throughout the organization.
Job Description
- Provide regular and ad-hoc reporting as required to support the operational excellence of the Customer Service organization.
- Oversee the support backlog within the platform and prioritize, resolve and escalate as appropriate.
- Oversee operational tickets and help triage high priority items as necessary.
- Assist Product and Services business unit in the design, development, and implementation of scalable, innovative solutions leveraging the platform.
- Assist Product and Services business unit in the design of seamless integration among back-office applications.
- Document business requirements, process flows, new functionality requests, and SOPs/training material.
- Ensure that the solutions are in compliance with Company’s Enterprise & Security Reference Architecture and facilities any exceptional processes.
- Monitors the service level performance and addresses user satisfaction gaps and issues.
- Prepare project development cost estimates, budgets and schedules.
- Provides mentoring and coaching to team members; motivates and identifies opportunities for learning and development.
- Proven experience working with all levels including sales management, service management, and senior executives, and provide key insights from the data to improve overall customer service effectiveness and efficiency.
- Proven experience working with and leading senior technical contributors.
- Any other projects as assigned from time to time.
Experience and Qualification Requirements
- Minimum 8 years relevant experience including at least 3 years at Managerial level with global sites implementation.
- Experience in CRM software, preferably Oracle Fusion
- Experience in Manufacturing / Electronics / Semiconductor industries preferred.
- Experience in project management, preferably with PMP or Certified SCRUM Master
- Minimum recognized Degree in Computer Science / Information Technology or its equivalent
- Able to communicate effectively and be an effective team manager to manage and motivate team members
- Able to work independently and adapt to a dynamic work environment
- Good interpersonal skills, customer relation and vendor management skills are essential
- Hands on leader with a positive mindset.
Company overview:
Founded in 1951, Kulicke and Soffa Industries, Inc. (NASDAQ: KLIC) specialize in developing cutting-edge semiconductor and electronics assembly solutions enabling a smarter and more sustainable future. Ever-growing range of products and services supports growth and facilitates technology transitions across large-scale markets.
Please refer to the website for more details: www.kns.com.
Equal Opportunity:
Kulicke & Soffa recruits on the basis of merit (such as skills, experience or ability to perform the job), regardless of age, race, gender, religion, marital status and family responsibilities, or disability.
