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ERP SME - Global Customer Support

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Role Description

The global Customer Support Department at Nova is looking for a global ERP & CRM Senior SME (Subject Matter Expert) to support our upcoming implementation of an advanced ERP and CRM systems.

The global customer support department at Nova is based at Israel and responsible to provide end to end Business, Technical and operational solutions to all Nova customers from the stage on installation until End of product life cycle.

The role of Global CS ERP & CRM Senior SME is an integral part to the service organization reporting to Global CS Business Director, in this role you will be the customer support focal point to the ERP/CRM project responsible to Design, Train, Coordinate the different service field processes. 

As part of your role you will be required for full alignment between Nova Corp, Divisions, Regions to the Project functions.

  • Nova provides insights into process control in the world’s most technologically advanced industry. We employ physics, math, algorithms, software and hardware expertise to redefine the limits of possible in semiconductors’ manufacturing.
  •  We invite you to join our dreamers and winners! Brilliant high- aimers who see impossible as the starting point to exciting challenges, and work together in multidisciplinary global teams to find answers.
  • We dive deep, into the nanometric and atomic levels, to extract unique insights and provide our customers and partners with crucial decision-making data. Each and every one of us helps redefine what people can achieve through technology. 

Responsibilities

  • Be responsible for defining the business requirements for efficient processes and interfaces, training, and coordination of implementing service field CRM platform, across global Nova’s divisions and departments. Work closely with the IT teams to effectively setting and configurating the systems including defining of objects, fields, record types, page layouts and validation rules, workflows, process builder and flows, managing user setup, profiles, and roles
  • Lead the system testing activity, including business case scenarios design
  • Create reports, dashboards, and metrics, in addition to monitoring processes of data integrity and data quality to support Business, Technical and knowledge transfer needs.
  • Identify and resolve system failures to meet business needs, by leading revisions to business processes.
  • Lead field CRM implementation across the company, create guidebooks and documentation flows.
  • Support and Train users on their day-to-day tasks.
  • Work with internal and outsourced development partners on design and development.
  • Follow data-driven approach, Create, manage, and analyze reports on periodically basis to follow up and control on systems and users’ performance.
  • Leads the data cleansing activity in data related to ‘Customer Support’, as part of data conversion mission.

Requirements

  • Senior B.Sc. in industrial engineering or similar with Minimum 5 years work experience
  • Strong business acumen and deep understanding of Customer support field processes – A must
  • Experience in Defining, Implementing and working with Global Advanced ERP/ CRM systems.
  • Experience in achieving robust data integrity and creating supporting reports, Dashboards and KPI's for the different department functions.
  • Strong ability in Multi-tasking, prioritizing projects, meeting deadlines and goals.
  • Ability to interface with Global multidisciplinary functions.
  • Good Knowledge transfer skills including frontal training and guidelines writing.
  • Proactive approach, takes ownership type personality
  • Good English language skill

The Extra spice:

  • Strong ability to partnering and having leadership to resolve challenges and achieving results
  • Oversee customer and Novas’ needs to achieve optimized service process execution
  • Ability to work within a team, support teammates and see overall team objectives as their own
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