Customer Service Team Leader, Europe

Onto Innovation is a leader in process control, combining global scale with an expanded portfolio of leading-edge technologies that include: 3D metrology spanning the chip from nanometer-scale transistors to micron-level die-interconnects; macro defect inspection of wafers and packages; metal interconnect composition; factory analytics; and lithography for advanced semiconductor packaging. Our breadth of offerings across the entire semiconductor value chain helps our customers solve their most difficult yield, device performance, quality, and reliability issues. Onto Innovation strives to optimize customers’ critical path of progress by making them smarter, faster and more efficient.

Job Summary & Responsibilities

• Team Leader of Customer Service & Logistic team
• Communicating with customers on a daily base
• Co-ordinate customer enquiries (both email and telephone)
• Taking ownership of Customer issues and following problems through to resolution, specifically:
• Raising support tickets to enable tracking of customer requests
• Investigating and resolving customer complaints and closing of tickets
• Follow-up and close customer requests -maintain consistent communication with customers
• Maintaining database of customer requests
• Escalate requests to the appropriate team/manager
• Manage external logistic contractors
• Continuously improving customer service processes
• Checking product and service availability
• Passing on customer feedback to sales and service leadership
• Generating field reports for service management, such as time debrief, utilization
• Revenue invoicing / Sale of parts / Quotation generation
• Inventory control - Stock take, Inventory room control
  

Qualifications

Must Haves:

• Experience in customer service in high tech industry
• Knowledge in ERP systems and sales related transactions
• Proven ability to lead a team
• Excellent interpersonal skills
• Clear communication and a strong command of German & English
  
  

Desirable

• Experience in logistics
• University degree or equivalent
• Experience in Oracle ERP system
• Experience in managing external contractors
  
  

Preferred location: Dresden, Germany

Onto Innovation is committed to creating a diverse environment and is proud to be an equal-opportunity employer. We offer competitive salaries and a generous benefits package, including health/dental/vision/life/disability, PTO, 401K plan with employer match, and an Employee Stock Ownership Program (ESOP) along with health & wellness initiatives.

We provide a collaborative working environment along with resources, and state-of-the-art tools & equipment to promote success; and a welcoming, inclusive corporate culture where individuals are recognized for their contributions.