Field Service Manager (all genders)

Responsible for managing Field Service Operations for the Lam account team focused on our customer ESMC in Dresden, Germany. Provide leadership and managerial guidance to direct reporting staff. Ensures, by performing successful operational activities, that they achieve continuous customer satisfaction and targeted KPI (Key Performance Indicators) goals. Discerns and analyses needs of accounts and market. Works closely with Field operations and management to recognize customer requirements. Support strategies to sell our products and services to capitalize on growth or supplier substitution. Professionally represents the company, products and customer service performance to relevant fabs to develop and maintain excellent customer relations as well as excellent corporate image. Analyses customer problems and needs, evaluates product and service performance and generates action plans. Develops customer service offers and supports business development in product offers and specifications. Performs planned, systematic and pro-active activities to keep and gain market share in the related customer's site. Reviews permanently current projects and programs and communicates situation and results with management, Business Operations, Sales Support and other relevant local and corporate functions. Provides technical advice and assistance to the customers and company on all aspects of equipment service and organizes adequate activities. Keeps contact with Field Service teams of other regions to use available knowledge base. Be responsible and accountable to achieve KPIs goals and to define and drive the relevant action plans to correct the ones below target. Maintains appropriate accounts database including key player, org chart, relevant product and supplier systems information, as well as applicable documentation and reporting of accounts contacts, visits, meetings, programs, activities and achievements. Plans, organizes, controls and monitors the activities of all Field Service teams that are dedicated to our customer ESMC. Supports direct reports in managing their team activities, by monitoring performance, utilization and financial expenses and in leading staff. Also responsible for handling the administrative and reporting functions. Leads the supervisors and team by informing and communicating on all relevant department and general business issues, gives feedback on individual and team performance and culture and supports the professional development and training of individuals and team in total. Develops the departmental budgets under corporate guidelines and monitors the performance against budget targets for revenue and costs. Prepares, organizes, monitors and supports the information flow and communications with Sales, Tech Support, Field Process Engineering and Spares as well as customers to recognize and resolve customer technical requirements. Develops and manages escalation guidelines and activities. Technical certification /Diploma or university degree, preferably in electric-mechanical or electronic engineering / Masters 5-7+ years in the service business, preferably in semiconductor equipment industry, plus 2-3 years of managerial experience. Customer management and business experience would be a very valuable plus. Role model in Core Value behaviour Self-Management (time management, prioritizing) Flexibility and adaptability Experience in Business planning, execution as well as management of metrics & accountability systems including financial/budget Advanced team leading/leadership/management skills (including Situational Leadership) Supporting employee development Coaching teams and individuals to success/Managing conflicts Managing customer interface and customer relationship in a Multi-cultural environment with external and internal customers Understanding of customer business and ability to find opportunities where Lam adds value to the customer Excellent written/verbal communication including strong presentation skills and PS&DM skills Availability for travels (regional and international) > 30% Fluent English - Additional language skills, especially in German and/or Mandarin would be a significant plus Cross cultural understanding and ability to work in a matrix environment