Sr. Group Manager- Customer Service

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. 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, 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. 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.