Customer Support Coordinator Key Accounts (Semi-PDX) (m/f/d)

Since its inception in 1951 in Tokyo, Japan, Rigaku has been at the forefront of analytical and industrial instrumentation technology. Today, with over 2,000 employees in more than 60 countries and with hundreds of major innovations to its credit, the Rigaku group of companies is a world leader in the fields of general X-ray diffraction, thin film analysis, X-ray fluorescence spectrometry, small-angle X-ray scattering, protein and small molecule X-ray crystallography, Raman spectroscopy, X-ray optics, semiconductor metrology, X-ray sources, computed tomography, non-destructive testing, and thermal analysis.

We are looking for a Customer Support Coordinator Key Accounts (Semi-PDX) (m/f/d) to strengthen our EMEA service team.

Location: 63263 Neu-Isenburg, Germany
 

The Customer Support Coordinator-Key Accounts (m/f/d) is the central coordination point between key semiconductor customers, field service teams and internal stakeholders. Working within the Rigaku Europe SE (RESE) Semi business area, the postholder will support strategic customer accounts.

The role focuses on planning installations, upgrades and preventive maintenance, coordinating unplanned service visits, and keeping customers informed from initial request through to resolution. Success in the role requires sound judgement, clear communication and disciplined resource planning.
 

Key responsibilities

• Coordinate daily service operations to support high customer satisfaction and effective resource utilisation, while balancing business costs and compliance with working time regulations, including:
  • Unscheduled maintenance visits
  • Planned preventive maintenance (PM)
  • Instrument installations and upgrades
  • Pre-installation visits
• Receive, review and assign incoming service support requests received by email.
• Take ownership of service incident coordination and drive timely, effective resolution with the appropriate teams.
• Initiate & maintain regular key customer communication on installation plans, preventive maintenance schedules and the progress of open service incidents.
• Initiate Lead regular Technical Service Review (TSR)  calls with key customers
• Plan and maintain service resource schedules and calendars.
• Keep service personnel informed about upcoming assignments, priorities and responsibilities.
• Provide clear weekly reports to Service Management.
• Escalate outstanding, critical or recurring issues promptly and appropriately.
• Coordinate internal and external stakeholders to resolve service-related issues efficiently.

Essential experience and skills

• Education in business administration, engineering, technical services, operations management or a related field, or an equivalent combination of education and relevant professional experience.
• Experience in service coordination, customer support, field service operations, project coordination or a comparable role.
• Excellent written and verbal communication skills in English.
• Strong working knowledge of Microsoft 365, including Outlook, Excel, Word and Teams.
• Experience using service management, CRM, ERP or resource planning systems.
• Confidence in learning and using new digital tools and business applications.
• A structured, customer-focused approach, with the ability to organise competing priorities and follow issues through to completion.

Desirable experience and skills

• Experience in a technical, scientific, industrial equipment, manufacturing or service environment.
• Proficiency in an additional European language.

Travel and eligibility

• Valid authorisation to work in Germany is required.
• The ability to travel freely within the European Union for business purposes is desirable.

• Competitive salary depending on experience.
• Discretionary bonus
• Laptop, cell phone
• Opportunities for continuous learning and professional development
• A supportive and inclusive work environment with a focus on teamwork and innovation

Does this sound interesting? Then please send your application to this link: RESE Jobs