Job Description

The Global Account Support Manager position plays a critical role as a member of assigned Global Account Teams for AAI-based global accounts. The person taking on this role will be expected to demonstrate a thorough understanding of the Advantest FS global organization, business objectives, delivery processes, and support product offerings. This position will be expected to work collaboratively with other members of the FS management team, Sales, Applications, factory teams, etc., to represent AAI FS as the accountable focal point for global execution of FS responsibilities in assigned AAI global accounts.

Job Responsibilities

The Global Account Support Manager will be responsible for coordinating the global support activity in assigned AAI-based global accounts. Some key elements of this objective will be the following:

• Close collaboration with sales, AE, and factory to ensure alignment and “Customer Team” approach to managing global accounts.
• Identification and alignment of key Customer Team contacts at each customer site location to ensure good understanding of customer needs, coordination of support activities, and communication of site activities and status.
• Regular reviews with key customer contacts to understand needs and establish trust.
• Direct ownership and management of any support-related problems that might arise, ensuring timely engagement of appropriate resources and clear communications with customer and account team throughout the process of resolution.
• Full ownership and accountability in assigned accounts for FS support of NPI, product engineering, production ramp, and production sustaining activities in upstream and downstream environments.

KNOWLEDGE AND SKILLS:

• Ability to develop and execute multiple priorities and approaches to meet objectives.
• Exceptional interpersonal skills.
• Knowledge and experience within the FSE organization and with the processes leveraged within Advantest for successful field service delivery.
• Proven leadership and ability to orchestrate resources and motivate teams.
• Strong business acumen.
• Proven ability to influence and drive change.
• Exceptional written and verbal communication skills.
• Demonstrated willingness to challenge the status quo and drive constant process improvement.
• Understanding of customer/marketplace and drivers that influence customer behavior.
• Must be able to work with all levels of internal/external management in a professional manner.
• Must have flexible work schedule to accommodate conference calls in a global environment.
• Must be able to travel up to 30% of the time.

EDUCATION AND EXPERIENCE:

Required:

• BA/BS degree and 7-10 years of leadership experience
• OR 10-15 years of leadership experience
• Proven experience leading a team and managing customer relationships.

• Experience in managing a business from a P&L/budget perspective.
• Experience in Quality Management practices.