The purpose of this position is to be the voice of the customer within the factory. This includes but is not limited to coordination of all pre-sales activities, including RFQ responses, application studies, ship date coordination for customers spread throughout the world (semiconductor manufacturing countries), to the point of purchase order from our customers and until the end of the warranty period. This position may also require frequent travel to customer sites nationally and internationally.
1. Remain involved with the account at all times.
I. Help to create and drive strategic account penetration plans.
2. Review customer requirement specification
I. Work with software/hardware engineering, finance, shipping, manufacturing, marketing, the service group, etc. to respond to specific line items in spec (comply, do not comply, will comply by . . .)
II. Respond to customer with any issues within the spec
III. Finalize spec and obtain signoff from customer
3. Create CAP(s) (Customer Application Partnership – basically a “Special/Custom item) as required for customer requirements/request
I. Create CAP filter document
II. Present filter document at CAP filter meeting (pass/fail)
a. If fail –
i. notify customer (RSM, FSE and/or end user) (RSM = Regional Sales Manager, FSE = Field Service Engineer)
ii. Work with Marketing or engineering if request is being pursued as roadmap/change request, respectively, to drive to completion.
b. If pass –
i. Create requirement spec
ii. Review requirement spec with end user/RSM/FSE and Engineering
iii. Update/Modify requirement spec
iv. Finalize requirement spec, send to all involved, and obtain customer and Engineering signoff
v. Request estimate from Engineering (includes list price, lead time, estimate expiration date)
vi. Attend estimate meeting and forward final estimate to end user/RSM/FSE
vii. Notify end user when estimate has expired
viii. Notify Engineering to move forward with the CAP if PO is received from the customer, or approval is received from the product marketing manager
ix. Add CAP to tool configuration, sales order, and update paperwork as required.
x. Supply expected CAP ship date to end user/RSM/FSE
xi. Get weekly updates from Engineering as to the progress of the CAP
xii. Notify the end user/RSM/FSE of any issues or changes with deliverable, etc.
xiii. Notify the customer/RSM/FSE when the CAP ships.
xiv. Notify finance when CAP ships
4. Create system configuration based on customer requirement specifications or per RSM direction
I. Supply copy of configuration to RSM, MFG, system folder on network
II. Present at weekly Production meeting (kickoff)
III. Work with Product Management and Engineering on CAPs or roadmap items that are to be included on the configuration.
IV. Update config as necessary and redistribute to RSM and MFG
5. Review tool sale paperwork including PO details including terms & conditions, quote, configuration, List Price Discount Template (LPDT) and revenue checklist for accuracy and compliance with Sarbanes-Oxley
I. Work with RSM and Finance regarding any paperwork issues or changes.
II. Ensure all paperwork is correct and saved to network prior to tool shipment.
III. Work with finance on any backordered CAPS for shipment that require revenue to be withheld
§ Update finance with CAP ships so revenue can be recognized
6. Monitor system build on MFG floor, signoff (agree to ship) on system after final test
I. Update RSM/FSE with system ship date changes
II. Notify RSM/FSE when system ships
7. Monitor progress of system installation
I. Receive system installation updates from local team. Monitor for any issues holding up installation and push for resolution.
II. Create and facilitate periodic meetings with installation team, engineering, product manager, customer, etc. for “special” or “difficult” tool installations (for beta or demo systems, special configuration systems, etc.). Create and facilitate pre-shipment meeting(s) with same groups if necessary.
§ Create, update and distribute system issues list periodically.
III. Attend “tool down” meetings with installation team (facilitated by Inspection Support) and push for resolution
IV. Obtain system signoff via CEAC (Capital Equipment Acceptance Certificate)
§ Work with local team to get customer to accept system
§ Involve Inspection Support, Engineering (hardware and/or software), etc. to analyze/resolve issues if necessary
§ Follow-up/Track shipment of necessary parts
V. Push customer (via RSM or FSE) for final payment once CEAC received
§ Update Finance with status of first and final payment schedules (weekly Accounts Receivable meeting with Finance and Inspection Support)
8. Coordinate Application Studies
I. Obtain, log in and track customer samples
II. Work with RSM to create application study request form (ASRF) for Apps Engineer
§ Clarify any requirements for Apps Engineer
III. Communicate expected completion date to customer/RSM
IV. Track progress of apps study
V. Supply final report to customer/RSM
§ Review report and close, or request further info from Apps Engineer based on additional customer requests
VI. Return samples to customer
9. Attend various other periodic meetings including: biweekly regional sales forecast conference calls, quarterly Engineering project updates, monthly Software roadmap, etc.
10. Be prepared to be contacted by anyone at any time and asked about any past, present, or future system or customer
§ Attend regular customer dashboard review
Education & Experience: