Manager, Field Services

 

Our Manager, Field Services oversees a team of Field Service Engineers responsible for tool installation, start-up, diagnosing, troubleshooting, and repairing complex electro/mechanical equipment. Manages technical staff that responds to situations where standard operating procedures may or may not exist or may have failed to isolate or fix problems in non-functioning equipment or systems. Establishes and maintains communication with design engineering and software development on design, reliability, and maintenance issues. Ensures that staff is current with the latest upgrades and/or new releases. May be involved in customer installation and training programs. Selects, develops, and evaluates personnel to ensure the efficient operation of the function.

Key Responsibilities and Duties / Essential Functions:

  • Efficiently manages and leads a team of field service engineers to drive productivity, operational excellence and tool performance to world-class standards.
  • Actively manages sales of Service Contract, resources allocation and planning for customer
  • Analyzes operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customer/clients.
  • Directs troubleshooting efforts to resolve customer tool issues to root cause determination.
  • Coordinates tool installations and upgrades at customer locations.
  • Tracks field performance of semiconductor capital equipment and utilizes data to influence engineering projects.
  • Liaises between customers and manufacturing, sales, field service, order processing and accounting to resolve status, production, delivery and billing inquiries.
  • Participates in ASMPT NEXX’s worldwide support community and actively shares knowledge.
  • Enhances worldwide learning and its application through leadership.
  • Mentors field and account engineers and assists in the development of the team.
  • Builds customer confidence through an understanding of the customer’s perspective to support local field service and account teams.

 Education and Experience:

  • Bachelor’s degree with 10 years’ experience in the semiconductor industry preferred or Associates degree with 15 years’ experience in the semiconductor industry

 Qualifications and Skills:

  • Experience in the semiconductor equipment industry as a Senior Field Service Engineer or Field Service Manager
  • At least 5 years management experience preferred.
  • Experience with electrochemical deposition (electroplating) preferred.
  • Working knowledge of MS Teams collaboration software.
  • MS Office suite: Excel, Word, PowerPoint, Outlook, etc.

Supervisory Responsibilities:

  • Directs a team of up to 15 field service engineers.

Work Environment:

This job operates in a office environment and routinely uses standard office equipment.  Additionally, this job often operates in a cleanroom environment which requires wearing cleanroom attire.

Physical Requirements:

While performing the duties of this job the employee is often required to move from one place to another, stay in one position for periods of time, and communicate with others and exchange information, may give presentations; and may occasionally lift or move office products and supplies, up to 20 pounds.

Expected Hours of work:

Days and hours of work are typically Monday through Friday, 9:00 a.m. to 5:00 p.m. or as assigned by supervisor.  This position regularly requires long hours and occasional weekend work.  Additionally, there may be meetings outside of nominal business hours to meet with our international teams.

Travel:

Domestic or international travel may be required, approximately 15 – 20%