The Manager will 

Work closely and collaboratively with the customer service teams to manage the implementation of CRM and run reporting and analysis.  Work alongside customer service leadership to understand business requirements and provide insight into CRM solution.  Lead a team of analysts and developers to drive and manage multiple applications projects.  Be accountable for ensuring continuity and successful delivery of functional services to users throughout the organisation. Provide regular and ad-hoc reporting as required to support the operational excellence of the Customer Service organisation.Oversee the support backlog within the platform and prioritise, 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.Monitor the service level performance and addresses user satisfaction gaps andissues.Prepare project development cost estimates, budgets, and schedules.Provide mentoring and coaching to team members; motivates and identifiesopportunities 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.Perform other duties as assigned.Minimum a recognized Degree in Computer Science / Information Technology or its equivalent.Minimum 8 years relevant experience includes at least 3 years at Managerial level.Experience in CRM software.Experience in Manufacturing industries preferred.Strong project management experience and preferably has a PMP or Certified SCRUM Master.Exceptional knowledge of service and application delivery as well as successful service level agreement accomplishment.

 

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.