Semiconductor Metrology Support Manager – Customer Service/ Applications

This position maintains customer satisfaction by providing problem-solving resources for a scientific equipment manufacturer and distributor. This position also supervises the Service and Applications Support for the Semiconductor Metrology Business Unit for North America.

DEPARTMENT: Customer Service
POSITION: Semiconductor Metrology Support Manager – Customer Service/ Applications
REPORTS TO: Director of Customer Service

Responsibilities

  • Provide supervision of SEMI Field Service Engineers, Application Scientists, Technical Support Group; complete schedules, reviews and career planning.
  • Resolve conflicts and/or higher level problems that arise from customer inquiries.
  • Act as liaison between field service technicians, office support staff, and factory support staff.
  • Improve customer service quality results by studying, evaluating, and re-designing processes; establish and communicate service metrics; monitor and analyze results; implement changes.
  • Ensure that Rigaku delivers the highest level of customer service.
  • Complete updates and report operations status through weekly reports.
  • Data entry for some customer service information into the Syteline (ERP system).
  • Recruit, select, train, assign, coach and discipline employees; communicate job expectations; complete performance evaluations, enforce policies and procedures.
  • Look for ways to improve and lead customer service and application support initiatives that would substantially improve the department.
  • U.S. and some international business travel required as needed.
  • Other responsibilities/projects as assigned.

Qualifications

  • Ph.D., M.S., or B.S. degree in Nano Science, Material Science, Physics, Chemistry, Solid State, or Engineering.
  • Minimum of three years of work experience as an applications scientist; or applications engineer in a semiconductor metrology tool manufacturer; or semiconductor process engineer in a semiconductor device manufacturer with thin film quality control/metrology experience.
  • Experience in thin film analytical techniques.
  • This position requires strong interpersonal and problem solving skills.
  • Good communication skills in English, both verbal and written.
  • Thorough knowledge of personal computer applications, Windows, Word, Excel, and PowerPoint. Prior experience with Syteline ERP software is a plus.
  • Ability to work efficiently and interact with managers and employees at all levels of the organization.
  • Must be detail-oriented and have a proven ability to multi-task.
  • Must be a self-starter with the ability to work independently.
  • Must have a professional demeanor and ability to communicate information to customers and internal departments with skill and tact.

The position will be based in The Woodlands, TX.

Must be able to meet minimum qualifications to apply.

Rigaku offers a rewarding work environment and excellent benefits. All applicants are kept in strict confidence. Benefits package including Health, Dental, Vision, STD, LTD, Life insurance, section 125 flexible spending accounts, 401(k) plan and more. Rigaku is an EEO/AA Employer Disabled/Veteran. Applicants must be able to prove they can legally work in the US.

Contact info: 

To apply for this position please go to https://careers-rigaku.icims.com