Sr. Group Manager- Customer Service

The group you’ll be a part of

You will be part of the spares Operations organization and lead the spares customer service vertical based in India & Malaysia. Spares Operation team drive end to end opertational execution of after tool sales demand of spares parts including order management, spares fulfillment and returns/repair activities.

The impact you’ll make

As a leader of the Customer Service Operations/Order Management team in India, you will be responsible for end to end quote to cash process and will work closely with the team based in India to drive the roadmap for the organization. This role will have key stakeholders across the globe viz APAC, EU & NA.

Provides strategic leadership and direction for the delivery of pre- and post-sales services and support to clients/customers. Analyzes operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customer/clients. Develops customer service department procedures. Support regional customer service through shared service capabiltiies based out of India & Malaysia.Develops and manages return materials authorization (RMA) processes for ensuring customer returns, exchanges, service and repairs are done with speed and accuracy and all client/customer service delivery issues are resolved. Selects, develops, and evaluates personnel to ensure the efficient operation of the function.

What you’ll do

Responsible for the Spares Order Management team functioning from Lam India

Responsible for specific business processes in support of spares operations, such as

• Quote
• Order Placement
• Backlog Management
• Fulfillment/Delivery/PGI
• End to end Q2C process
• Customer Interaction Management
• Entitlement

Responsible for key departmental activities including but not limited to,

• Budgeting and Forecasting,
• Infrastructure management,
• Hiring, Training, and Organization Development

Who we’re looking for

Years of Experience: 15+ years of experience in supply chain or repair parts management parts, with at least 5 years in a leadership role within a high-tech or capital equipment environment.

Educational qualification: Bachelor’s degree in supply chain, Engineering, Operations, or related field (Master’s or MBA preferred).

Quality of Experience: Prior experience in managing Spares/Service part teams in the field of order management, order fulfillment, and supply chain in large manufacturing operations groups for multi-national product-based companies.

• Prior experience in managing multi-disciplinary teams of Spares Parts Order management, Order fulfillment, Spares Parts planning, and Procurement/Vendor Management simultaneously working on multiple business processes.
• Proven ability and Experience managing other managers, especially in a matrixed management environment.
• Demonstrated experience in strategic planning – setting vision and objectives, creating strategies, forecasting, and budgeting.
• Experience in a large industrial company with diversified and globalized supply chain and manufacturing operations along with demonstrated capability to work with global stakeholders.
• Demonstrated skill in decision-making and problem-solving and experience in making business judgments.
• Demonstrated experience in talent and organization development.
• Familiar with and uses Quality Principles such as Lean, Six Sigma, etc.

Preferred qualifications

Desirable Skills:

• Exposure to new tools & technology in the order fulfillment and order management domain will be added advantage.
• Experience in the capital equipment industry, e.g., semiconductors, medical equipment, construction equipment, etc
• Experience in managing a global organization.

Our commitment

We believe it is important for every person to feel valued, included, and empowered to achieve their full potential. By bringing unique individuals and viewpoints together, we achieve extraordinary results.

Lam Research ("Lam" or the "Company") is an equal opportunity employer. Lam is committed to and reaffirms support of equal opportunity in employment and non-discrimination in employment policies, practices and procedures on the basis of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex (including pregnancy, childbirth and related medical conditions), gender, gender identity, gender expression, age, sexual orientation, or military and veteran status or any other category protected by applicable federal, state, or local laws. It is the Company's intention to comply with all applicable laws and regulations. Company policy prohibits unlawful discrimination against applicants or employees.

Lam offers a variety of work location models based on the needs of each role. Our hybrid roles combine the benefits of on-site collaboration with colleagues and the flexibility to work remotely and fall into two categories – On-site Flex and Virtual Flex. ‘On-site Flex’ you’ll work 3+ days per week on-site at a Lam or customer/supplier location, with the opportunity to work remotely for the balance of the week. ‘Virtual Flex’ you’ll work 1-2 days per week on-site at a Lam or customer/supplier location, and remotely the rest of the time.