Customer Support Manager
About The Position
Elmo servo drives technology enables the world’s most advanced robotics, medical devices, semiconductors, and industrial automation equipment.
We are looking for a Customer Support Manager to join our team!
Duties & Responsibilities:
•Metrical management of the RMA process and customer complaints in the organization.
•Investigation of faults within RMA, faults arising in the field, and recurring production faults.
•Responsibility for the collection of information, contact with customers/application personnel as required, in-depth analysis of the fault (Root Cause), and preparation of FA and 8D reports for customers.
•Work with the various development factors (development engineers/product managers), and the production and quality teams to investigate and find the root of the problem.
•Customer service/technical response to customer faults and solutions.
•Monitoring and effective testing of decisions, analysis reports, and 8D embedded in the organization.
•Responsible for the analysis, presentation, and improvement of customer satisfaction KPIs.
•In this framework, an in-depth knowledge of the products and familiarity with the company's quality/production processes is required.
Requirements
•Practical Electronics - mandatory, electronics engineer - an advantage
•At least 5 years experience with fault investigation methods- a must
•5 years experience in testing and fault investigation laboratories- a must
•Experience working with global entities
•English - high level
•Excellent service and knowledge
•Ability to implement work processes and harness internal and external work interfaces
•Willingness to work calls at non-routine hours with foreign offices and/or clients