Forming Our Future together
FormFactor, Inc. (NASDAQ: FORM), is a leading provider of essential test and measurement technologies along the full semiconductor product life cycle from characterization, modeling, reliability, and design de-bug, to qualification and production test. Semiconductor companies rely upon FormFactor's products and services to accelerate profitability by optimizing device performance and advancing yield knowledge. The company serves customers through its network of facilities in Asia, Europe, and North America.
Rooted in our core values Focus on the Customer, Ownership & Accountability, Respectfully & Effectively Communicate, and Motivate & Develop People we foster an environment where diverse perspectives are not only welcomed but celebrated. Everyone can make an impact here. Whether it's improving products, supporting customers, or positively influencing peers and the community, the contributions of our people matter.
Job Description
Position Title:Service Operations Representative
Reports to: Manager, Service Operations
Job Scope
Service Support to the Direct Service staff, including Representatives and Distributors, and customers. Accurate and timely processing and delivery of service quotations to the customer. Ensure all prices quoted remain within established guidelines. Process customer purchase orders for service related activites in ERP. Maintain customer files for service contracts, call tracking and other service related information. Handles administration of RMA and Depot/Material orders in the ERP system.
Job Duties / Skills
- Excellent customer care skills
- Ability to work under pressure and meet deadlines
- Good written, verbal, organizational, and administrative skills
- Computer skills - Excel, Word, PowerPoint
- ERP experience and understanding of MRP - QAD skills preferred with EMT (Enterprise Material Transfer experience).
- Quick learner with attention to detail and accuracy
- Able to work independently and as a Team and foster relationships (internal and external)
- Special Project assignments as assigned
- Respond to phone calls, mail, and email correspondence from customers and assist customers as required.
- Maintain accurate and complete service order records and electronic files
- Expedite and coordinate quotes(formal and budgetary) for Cascade services
- Support Cascade field service and tech support personnel with any issue that would detract from their service activities
- Bachelor's Degree in Business/Engineering or equivalent with minimum 2 years experience
Works on assignments that are semi routine in nature but recognizes the need for occasional deviation from accepted practice. Complexity is enhanced by the breadth and complexity of products and services. Timeliness of service order processing directly impacts delivery time and customer relations. Errors in terms and conditions, freight terms, scheduling, billing, qualifying customers and customer or rep relationship can severely impact financial performance of the Company.
JOB COMPLEXITY: Works on assignments requiring considerable judgment and initiative. Understands implications of work and makes recommendations for solutions.
EXPERIENCE: Typically requires a minimum of 2-5 years of related experience
Interpersonal Contacts
Ability to interact effectively and efficiently within all levels in the Company
Daily interaction with many functions. Strong working relationships with personnel is key to success: Regional Sales Managers, Reps and Distributors, Cascade Sales and Service offices (worldwide), Planning, Purchasing, Marketing, Accounting, Engineering, Contracts, Technical Sales and Service, Trade Compliance. Phone and email correspondence with Customers (end-users and Purchasing agents).
Skills
Customer Service, Oracle, Salesforce (Software)
Education & Experience
No previous professional experience| Required
