Summary of Role:
To lead and manage a team of Customer Engineers to ensure that customer programs are being managed and executed accurately and timely, and to do so by providing excellent customer services so as to achieve customer satisfaction. This position will be based in Burlington, VT.
Monitor, report on and implement improvement plans as needed for Customer Engineering Key Performance Indicators (KPIs) such and First Time Prototype Success and Customer Satisfaction.
Define system / IT infrastructure improvement plans for customer data delivery projects with the objective of improving the Customer's experience of receiving product specific WIP, electrical and test data.
Implement and enhance the systems to process and manage customer interfaces (such as but not limited to customer requests, meetings, visits, complaints and feedbacks) with timely closed-loop response.
Apply and improve procedures to effectively communicate to customers on Fab major technical and/or quality issues so as to mitigate exposure and proactively manage customers' expectations. Coordinate problem resolution, manage customer escalation and communication to ensure customer satisfaction and attainment of agreed upon goals.
Lead and mentor team members to be proficient in carrying out Customer Engineering's roles and responsibilities through training and coaching. Nurture the next tier of leadership.
Synergies and participate with cross-departments in achieving corporate management's business objectives and initiatives.
Align with customer engineering counterparts at other fabs on procedures and best practices with the goal of enabling the same customer experience regardless of fab.
Communicate project status to management on a regular basis.
Perform all activities in a safe ad responsible manner and support all Environmental, Health, Safety & Security requirements and programs
Bachelor's Degree in Electrical/Electronic Engineering or related field
15 or More Years Relevant Experience
Prior Direct and Indirect Management Experience
Language Fluency English (Written & Verbal)
Master's Degree and or PhD Electrical/Electronic Engineering or related field
Possess strong leadership qualities, system and creative problem solving skills.
Ability to Effectively Communicate with all levels of the organization
Professional experience in a customer-facing role.
Proficient in Chinese Language
Proactive, outgoing and energetic.
Mature, decisive and discerning.
If you need a reasonable accommodation for any part of the employment process, please contact us by email at firstname.lastname@example.org and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.
An offer of employment with GLOBALFOUNDRIES is conditioned upon the successful completion of a background check and drug screen, as applicable and subject to applicable laws and regulations.
GLOBALFOUNDRIES is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to ethnicity, race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or protected Veteran status.