Leading global semiconductor equipment manufacturer
Snr Manager Service
General Responsibilities
The Manager reports to the Account Director and is responsible for all customer service operations for a leading global semiconductor manufacturing equipment manufacturer. You will oversee products installed within the assigned region for a major key account (Tier-1 memory manufacturer).
Objectives
- Stay informed as needed relative to account goals, roadmaps, financial results, personnel issues, and supplier/customer/community concerns
- Motivate and communicate with direct reports to do superior work within allowed costs and schedule
- Measure results on a continuous basis, and take corrective actions
- Report completions, progress, problems, and opportunities to their manager
- Annual Goals (To be updated every year) Creating a professional service-organization for products in the region
- Creating a professional service-organization for the products in the region
- Improving the service organization structure for both customer and ASM
- Initiating standardization and guidelines
- Creating optimum environment for product support (installation tools/procedures, etc.)
- Give inputs to improve to the product organizations, especially concerning ease of maintenance and uptime. Introduces and improves reporting structures
- Developing new processes and procedures
Specific Duties
- Establish and maintain a “Safety and Quality First” culture while achieving customer required service goals
- Participate as early as possible in new product development activities so that Field Service Engineers (FSE’s) are able to support product introduction
- Advises site personnel on routine and non-routine tasks
- Resource scheduling
- Manages service jobs to completion within scheduled timeframes
- Ensure ASM meets all support contractual agreements
- Work with Sales to close on Spares and Service contracts
- Interacts with high level customers and internal personnel
- Participates in departmental policy making decisions
- Thinks strategically, with the ability to implement tactics
- Drive customer satisfaction
- Manage FSE utilization
- People management for the various departments
- Career development for direct reports
- Conducts Annual reviews for direct reports
- Manage FSE’s/group leaders to achieve maximum performance and maximize job satisfaction
- Interprets and executes policy and procedures to subordinates (drive adherence to Service Bulletins R&U, FSM usage, accurate time reporting, etc.)
- Ensure on-line documentation is being utilized by FSE’s to drive CIP
- Plans organization’s work and schedule work completions
- Organize the workforce to accomplish the plan
- Integrate their activities in cooperation with other organizations
- Define annual goals for the FSE’s to assist in achieving account objectives
Education Requirements
- Minimum -Bachelor’s degree or higher in Engineering or a related technical field.
Experience Requirements
- 5–10 years of experience in Field Service Management, preferably in the semiconductor capital equipment industry.
Skills & Competencies
- Business-level proficiency in both Japanese and English
- Must be able to interact and influence senior management levels; both internally and externally
- Experience with P&L management and general business processes
- Extensive knowledge and experience within a related service industry, customer satisfaction and account management, preferably in semiconductor industry
- Should have knowledge of semiconductor industry, related ASM applications and technology
- Good project and time management skills
- Good verbal and written communication skills
- Previous experience as People manager
- Experience with Forecasting revenue generation
- SAP knowledge required
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