Customer Service And Logistics Support

Nanometrics Incorporated Milpitas , CA 95035

Posted 3 months ago

THE COMPANY:

Nanometrics provides market-leading high-performance process control metrology and inspection systems used in the fabrication of semiconductors, high-brightness LEDs, data storage devices and solar photovoltaics. We are committed to teamwork and continuous improvement that allows us to outperform our competition with technology leadership and profitable growth.

Nanometrics' automated and integrated systems address numerous process control applications, including critical dimension and film thickness measurement, device topography, defect inspection, overlay registration, and analysis of various other film properties such as optical, electrical and material characteristics. The company's process control solutions are deployed throughout the fabrication process, from front-end-of-line substrate manufacturing to high-volume production of semiconductors and other devices, to advanced wafer-scale packaging applications.

Nanometrics' systems enable device manufacturers to improve yields, increase productivity and lower their manufacturing costs. Nanometrics has an extensive installed base of more than 6,500 systems in over 150 production factories worldwide. Our major customers and original equipment manufacturer partners include the largest semiconductor and process equipment manufacturers in the world.

Nanometrics was incorporated in California in 1975 and reincorporated in Delaware in 2006. Nanometrics has been publicly traded since 1984 and is listed on NASDAQ (NANO).

Position Summary:
Customer Service and Logistics Support: Interacts with customers, company sales and/or service representatives both internal and external to handle a variety of pre-sales or post-sales service functions. Receives customer requests and prepares documents/trouble tickets related to processing returns (RMA), servicing and exchanges. Updates databases with a status of orders, service request, returned materials issues and accounts for returns inventory. Records and reports the status of parts/ equipment returns, classify new parts/ equipment as necessary in accordance with trade commission for import/ export purposes, repairs, replacements, sales orders and delivery schedules. May schedule field service repair calls. Handles requests internally and/or globally as required including logistics. Works with supply chain team on parts supply and availability. Processes parts request and associated documentation required for shipping. Maintains records of shipping, returns, schedule changes, product enhancements or changes and product pricing, and resolves return credit problems. Ensure service information accessible by sorting and filing documents/forms.

Objective:

Provide efficient customer support to all internal and external customers, along with accurate planning and order data

Major Responsibilities:

Essential functions / duties:

  • Perform accurate and timely creation, modification and cancellation of all Oracle order types based on customer PO's submitted through EDI, E-mail or FAX for product, parts or service, along with Return Material Authorization orders (RMA), credit memos, scrap orders, inter-org transfers, customer support and parts orders in accordance with the requested date, shipping instructions and all applicable requirements

  • Maintain excellent customer/co-worker / third-party satisfaction by responding timely and accurately to all requests received via E-mail and phone

  • Notify all customers of order/contract status, shipping information, delays, estimated time of arrival (ETA), etc. and escalate as needed to management and the appropriate staff to ensure maximum customer satisfaction

  • Dispatch and track to closure all escalated Service Parts/ Requests

  • Dispatch and track to Service calls for Parts/ Service request from the field

  • Work with Planning, Materials, Warehouse, Finance, Service personnel/ Managers and Contracts to resolve discrepancies

  • Process orders to facilitate on-time Shipment, Warranty and Time & Material services that meet or exceed service level agreements

  • Process parts and service request in Oracle and accurately

  • Review all sub-inventories to ensure accurate inventory levels are in place

  • Log into Universal Work Queue in Oracle system during work hours to stay on top of service task requests/ parts

  • Classify new parts/ equipment in accordance with the US International Trade Commission for import/ export purposes

Additional functions / duties:

  • Contribute to process improvement projects as dictated by management

  • Provide order confirmations to customers as needed

  • Process Asia hub Replenishment bi-weekly

  • Force pick sales orders from stock or specific locations as requested

  • Support internal customers with a wide variety of services including but not limited to providing parts, transaction documentation, and assistance from HQ as requested

  • Facilitate the quarterly physical count program

  • Address Oracle alerts in a timely manner when they are generated

  • Manage accurate and timely entry of all material movement transactions including ship confirmations, PO receipts, sub-inventory transfers, service order issues and completions, customer RMA processing and miscellaneous transactions

  • Provide quotes for billable on-site and depot services, along with Time & Material pricing and service options to customers in a timely manner

  • Create part numbers as requested

  • Update pricing changes when appropriate approval is granted as needed

  • Provide timely resolution of unauthorized material returns ( URMA's )

  • Manage processes associated with End-Of-Life / End-Of-Service notification

  • Cross-train in all areas of Customer Support to facilitate effective back up to department staff as needed

  • Maintain filing of all department documents

  • Know and comply with all company / department policies procedures

  • Maintain reports as needed

  • Log into and maintain the correct status on the UWQ daily

  • Provide discrepancy of on-hand inventory for timely resolution of those items

  • Generates Material Purchase Orders as required by service management

  • Generates CSL data on request from service management

Qualifications

Educational / Work Experience:

  • BA/BS Degree preferred

  • Minimum of 5 years prior capital equipment customer service or service industry required

  • Oracle ERP system experience required

  • Experience and knowledge on US International Trade policy for import/ export preferred

Skills/Abilities:

  • Skilled in Microsoft Office Suite and Oracle database usage

  • Excellent communication and interpersonal skills with peers and management

  • Excellent writing skills and proficient in typing

  • Manage multiple tasks

  • Meet critical deadlines

  • Team oriented

  • Dependable

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Customer Service And Logistics Support

Nanometrics Incorporated