Manager, IT CRM Enterprise Application - Singapore - KULICKE & SOFFA PTE. LTD.
Description
Provide regular and ad-hoc reporting as required to support the operational excellence of the Customer Service organization.- Oversee the support backlog within the platform and prioritize, 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.
- 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.
- Monitors the service level performance and addresses user satisfaction gaps and issues.
- Prepare project development cost estimates, budgets and schedules.
- Provides mentoring and coaching to team members; motivates and identifies opportunities 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.
- Any other projects as assigned from time to time.
Experience and Qualification Requirements
- Minimum 8 years relevant experience including at least 3 years at Managerial level with global sites implementation.
- Experience in CRM software, preferably Oracle Fusion
- Experience in Manufacturing / Electronics / Semiconductor industries preferred.
- Experience in project management, preferably with PMP or Certified SCRUM Master
- Minimum recognized Degree in Computer Science / Information Technology or its equivalent
- Able to communicate effectively and be an effective team manager to manage and motivate team members
- Able to work independently and adapt to a dynamic work environment
- Good interpersonal skills, customer relation and vendor management skills are essential Hands on leader with a positive mindset.
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.
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.
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