安克创新Junior Demand Planner

Job Description We are seeking a highly motivated and creative AI Solution to join our Customer Service Center team. The focus of this position is to improve the quality and efficiency of our customer service operations by designing and building dialogue bots for text using Natural Language Understanding techniques. The ideal candidate will have a strong understanding of NLP and LLM principles, experience in crafting effective prompts, and a passion for pushing the boundaries of AI-powered communication and problem-solving. LLM and NLP Application in Customer Service: Design, develop, and iterate on prompts for various LLM applications within the customer service center, including conversational AI, content generation, and summarization. Experiment with prompt formats, styles, and techniques to optimize LLM performance and output quality. Analyze LLM-generated responses, identify biases or limitations, and implement mitigation strategies to enhance customer satisfaction and service performance. Operational Excellence: Identify and propose innovative projects that leverage LLMs to solve complex problems or explore new capabilities in customer service. Performance Analysis: Analyze the content of customer interactions to generate self-service rate analysis reports, explaining why customers transfer to agents and what can be done to improve these indicators. Generate regular chat-bot performance reports and continuously improve the algorithm model accuracy, customer satisfaction, and service performance of the chat-bot. Team Collaboration: Work closely with relevant function teams to deliver an integrated workflow of demand negotiations, standard creations, and project implementations. Share knowledge and best practices with the team, mentor junior AI operation peer, and contribute to a collaborative learning environment.

LLM Application in Customer Service: Design, develop, and iterate on prompts for various LLM applications within the customer service center, including conversational AI, content generation, and summarization. Experiment with prompt formats, styles, and techniques to optimize LLM performance and output quality. Analyze LLM-generated responses, identify biases or limitations, and implement mitigation strategies to enhance customer satisfaction and service performance. Operational Excellence: Identify and propose innovative projects that leverage LLMs to solve complex problems or explore new capabilities in customer service. Conduct research, experiment with cutting-edge techniques, and develop prototypes for potential products or services. Collaborate with data scientists, machine learning engineers, and other stakeholders to integrate prompts and research findings into the broader AI/ML pipeline. Performance Analysis: Analyze the content of customer interactions to generate self-service rate analysis reports, explaining why customers transfer to agents and what can be done to improve these indicators. Generate regular chat-bot performance reports and continuously improve the algorithm model accuracy, customer satisfaction, and service performance of the chat-bot. Team Collaboration: Work closely with relevant function teams to deliver an integrated workflow of demand negotiations, standard creations, and project implementations. Share knowledge and best practices with the team, mentor junior AI operation peer, and contribute to a collaborative learning environment.

DUTIES AND RESPONSIBILITIES Analyzes, diagnoses, and troubleshoots Cymer equipment problems via telephone or at customer site. Performs installation, repair, retrofits, upgrades and preventive maintenance on Cymer equipment installed at customer sites. Regularly provides assistance, guidance, leadership, and technical assistance to junior or less experienced field service engineers; may serve as site leader for customer. Maintains and manages an assigned installation equipment base. This includes providing primary support, forecasting, conducting customer support meetings, and ensuring regular communication with the customer. Assists customers in the receipt, installation, and testing of company equipment. Conducts equipment troubleshooting, analysis, and debugging in support of installation or operating activities. Provides service education to customer’s service and operations staff. Ensures that parts are available and as specified for service requirements. Maintains appropriate tools are on hand and as required. Travels as required for the purposes of performing service activities at customer sites or backfilling for other Cymer Field Service Engineers. Completes service, expense reports, and other administrative responsibilities in accordance with Cymer’s procedures and with supervisor’s approval. Uses company technical documentation and provides feedback for improvement. Performs other duties as assigned. JOB COMPLEXITY Works on moderately complex problems of diverse scope where analysis of data requires evaluation of identifiable factors. Demonstrates good judgment in selecting methods and techniques for obtaining solutions. Networks with senior internal and external personnel in own area of expertise.

- Legal advice and research on laws and regulations - Draft, review and negotiate a wide variety of national and international contracts - Drafting of guidelines, policies and templates - Review of marketing material and campaigns - Communication with regulatory authorities - Coordination of disputes and claims, including managing external counsels - Supporting daily operation of business teams as well other functional departments - Assist in the further development of the Legal & Compliance Department