Manager, Field Service

Overview:  

This person will be responsible for managing installed based performance as well as installations, maintenance, modifications, contract, and billable services for key customer sites.  They will ensure prompt and efficient service to all customers in the assigned geographical or customer account area(s) and will be directly responsible for supervising, scheduling, evaluation and mentoring of Field Service Engineers.  This role is tactical in nature with 70% or more of time invested in day-to-day operations and activities. The incumbent will spend 30% of their time on strategic issues and planning requirements. Emphasis on building Services Revenue YoY is a key goal of this position.  

Responsibilities:  

• Direct and oversee field services activities including safety and quality installed base performance at key customer sites. 

• Plan and develop policies and procedures for on-site installation, testing, maintenance, and troubleshooting as well as developing methods, guidelines, and policies to facilitate efficient service delivery.   

• Ensure all field service projects are completed within budget/deadline to meet customer needs.  

• Oversee the scheduling and training of all aspects for field service representatives including skill level, customer site requirement and company policies.  

• Handle service contracts and direct support services to meet all customer contractual obligations and commitments.   

• Provide leadership, direction, and continuity in the areas of field service operations, staffing/manpower optimization and forecast data.  

• Manage all aspects of recruitment, orientation, training, evaluation, and development of personnel including administrative and expense control monitoring for all service headcount in the area under his/her direction.   

• Ensure that customer sites are meeting all standards and metrics with active participation in corrective action programs.  

• Maintain and initiate direct contact with customers through daily and weekly on-site meetings to ensure customer satisfaction and ensure all customer issues are satisfactorily resolved.  

• Ensure best practices are implemented and shared across all customers within assigned territory. Lead and assist with continuous profitable growth year after year, through innovative solutions delivered in a repeatable, scalable and cost-effective manner.  

• Maintain manpower utilization to set targets and time management 
    

Qualifications:  

Bachelor's degree in a technical field and a minimum of 5 years of experience managing operational field service and/or customer relation teams in the semiconductor capital equipment industry. Experience managing a key customer site with staff a plus. An equivalent combination of education and experience will be considered. 

 
Knowledge, Skills and Abilities: 

• Motivated to achieve self and team goals while ensuring that goals represent business objectives 

• Demonstrated ability to motivate and communicate with others at all levels 

• Strong influencing skills. Able to build strong relationships to deliver service improvements  

• Excellent communication, leadership, coaching, and mentoring skills 

• Able to adapt and succeed in a changing environment  

• Must be able to travel to multiple site locations approximately 50% of the time