高性能激光器

Europe Regional Customer Service Supervisor/Manager

About nLIGHT

nLIGHT is a rapidly growing publicly listed company (NASDAQ: LASR).  nLIGHT is a global leader in high-power semiconductor and fiber lasers for industrial, microfabrication, aerospace, and defense applications. Headquartered in Vancouver, WA, nLIGHT employs over 1,000 people with operations in the U.S., China, and Finland.

Summary

This role supports and services nLIGHT’s product throughout Europe, Turkey and India. It is a hands-on technical role that will require the candidate to perform service duties while working closely with the Regional Sales Account Manager to help manage external service providers and other service resources. The successful candidate will have some proven leadership experience and be ready to grow into a service management role. The ideal candidate must maintain a strong professional presence, have experience working with a diverse variety of people and cultures and manage multiple priorities. The candidate is expected to develop and nurture relationships with customers and partners to achieve a high level of customer satisfaction.

Responsibilities

The Europe Regional Customer Service Supervisor/Manager is a role that requires a mix of talents including leadership skills, customer relationship management skills, basic business management skill, sound judgment and the ability to function independently. The individual must work closely with the Regional Account Manager to facilitate sales activities while also providing support and service directly to customers. The successful candidate will work with nLIGHT Technical Support and Service Management to provide installations, upgrades, repairs, and maintenance of nLIGHT lasers. The Supervisor/Manager will be responsible for resolving issues directly or referring advanced issues to technical support resources, act as a customer service advocate, for example instructing customers in the operation and maintenance of the system.

Job responsibilities include, but are not limited to:

  • Performing installation, maintenance and repair of nLIGHT Lasers in the region.
  • Working with nLIGHT Sales and Service partners to deliver a seamless service experience for customers and end users.
  • Building and developing satisfactory and long-lasting relationships between nLIGHT and its customers
  • Supporting sales activities in the region (Feedback to Sales, attend Sales meetings, trade show support, etc.)
  • Assuring standard service processes are implemented and followed. This includes using SalesForce for contract management, tracking customer service activities and escalation, following the escalation process and parts return process
  • Quoting billable service activities and contracts within nLIGHT Service guidelines.
  • Prepare local resources for the successful installation and on-going support of new and transferred systems in the region

Qualifications

Required:

  • Technical school, Military training or equivalent experience, with 10+ year’s experience in Field Service, Technical Support or Customer Service Engineering and 5+ years experience in management, servicing Semiconductor Capital Equipment
  • Fluent in English, must have strong oral and written communication skills. 
  • Strong customer focus with good interpersonal, facilitation, verbal, written and listening communication skills
  • Strong technical debug and troubleshooting skills, strong attention to detail
  • Planning, Prioritization, Problem Solving, and Organizational Skills
  • Support extensive travel and easily obtain a travel visa for countries in the covered region
  • Ability to quickly learn new technical concepts and exercise mature, reasonable judgment
  • Proficient computer skills using MS-Office – must be competent in MS-Excel
  • Good eyesight and steady hands for handling and splicing of optical fibers.

 Preferred:

  • A bachelor’s degree in engineering or physics
  • Previous supervisory or management experience in the capital equipment or industrial manufacturing fields
  • Fluency in additional languages a plus

nLIGHT is subject to US Export Control regulations. 

Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or age. For more information about our commitment to equal employment opportunity, please see these government posters: “EEO is the Law” and its accompanying temporary supplement.  If you are an individual with a disability and need a reasonable accommodation in the application or hiring process, please contact Human Resources at (360) 566-4460 or Hr@nlight.net.

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