长沙招聘

职位描述：
Summary：
Provides leadership, strategic direction and execution for the Field Service Organization, reporting to the Vice President of Sales & Service. Ensures world class service, customer satisfaction, customer retention, product installation, effective deployment of ESI's tools and lasers to customers, technical support and maintenance by performing the following duties.

Essential Duties and Responsibilities：
? Will have P&L responsibility and ownership of all aspects of ESI's service business including driving servivce contracts, service metrics & analytics, and resolving customer escalations.
? Engages in customer retention management (CRM) strategies including participating in the resolution of customer concerns and defining and developing a customer interface strategy.
? Analyzes operational processes, escalation procedures and training needs assessments for identifying opportunities for service delivery improvements and value add to the customer/clients.
? Innovates world-class customer service policies and procedures.
? Oversees the coordinaton between customers, manufacturing, sales, field service, order processing and accounting to resolve status, production, delivery and billing inquiries.
? Reviews warranty claims trends and develop strategies that result in long-term customer satisfaction.
? Develops and manages return materials authorization (RMA) processes for ensuring customer returns, exchanges, service and repairs are done with speed and accuracy and all client/customer service delivery issues are resolved.
? Selects, develops, and evaluates personnel to ensure the efficient operation of the function.
? Directs and controls the activities of a broad functional area through several department managers within the company. Has overall control of planning, staffing, budgeting, managing expense priorities, and recommending and implementing changes to methods. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; project planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
? Other duties may be assigned.
? Extensive travel required

Education and Experience：
Bachelor's, Master's or equivalent; or up to 12+ years of related experience, including 5+ years in a senior manager role; or equivalent combination of education and experience. Master's is preferred.

Special Skills and Abilities：
? To perform this job successfully, an individual should have excellent phone and computer skills (Word, Excel, Outlook, and PowerPoint).
? Works with integrity and ethically and is able to inspire the trust of others.
? Strong business, analytic, interpersonal, and communication skills
? Motivated, self-driven, positive approach to problem solving.
? Ability to succeed in a fast-paced, rapidly changing, high tech environment.

Physical Demands and Work Environment
While performing the duties of this Job, the employee is regularly required to sit. The employee is frequently required to use hands to finger, handle, or feel; reach with hands and arms and talk or hear. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. The noise level in the work environment is usually moderate.

To perform this job successfully an individual must be able to satisfactorily perform the essential duties and responsibilities. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions. Please contact Human Resources if you would like to inquire about reasonable accommodations. 举报 分享

镭富电子设备（上海）有限公司成立于2003年3月。它是美国NASDAQ上市公司ELECTRO SCIENTIFIC INDUSTRIES, INC.（简称ESI）在中国成立的全资子公司。ESI致力于向全球电子市场提供高性能，高科技的生产设备。本公司设备用于半导体，被动元器件和电子电路组装的生产上，产品应用于电脑、通讯产品、汽车和其它广泛的消费品和工业产品上。

ESI is a pioneer and leading supplier of world-class production laser systems that help its microelectronics customers achieve compelling yield and productivity gains. The company's industry-leading, application-specific products enhance electronic-device performance in three key sectors -- semiconductors, components and electronic interconnect -- by enabling precision fine-tuning of device microfeatures in high-volume manufacturing environments. Founded in 1944, ESI is headquartered in Portland, Oregon. More information is available at ******************