Manager, Service

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Job details

Company overview

Our client is a manufacturer of semiconductor manufacturing equipment.

Responsibilities

• Stay informed as needed relative to GSS 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 US region.
• Improving the service organization structure for both customer and them.
• 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 (Actively working with BU1 to develop new procedures)
• 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 regional 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 their 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 delight for all regional customers.
• 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 GSS objectives.

Requirements

• Minimum - Bachelor of Science in Engineering discipline and or related fields.
• 5-10 years in Field Service Management preferably in the Semiconductor Capital Equipment Industry.
• Speak Japanese and English fluently
• 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 their 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

Salary

9 - 11 million yen

Location

Other