Director of Field Services

Job Summary & Responsibilities

·      Responsible for all aspects of the service business in Southeast Asia with direct and managerial individuals reporting into this position

·       Owns service revenue and service sales (contracts, parts, upgrades, etc.) into SEA, in line with corporate objectives and revenue targets including revenue forecasting

·       Responsible for developing and managing the overall service delivery strategy and operations

·       Increase customer satisfaction through establishing infrastructure, optimizing procedures and processes, managing escalations and problem solving, setting and tracking metrics and KPIs

·        Full P&L responsibility for SEA service team with the objective to reach annual revenue, cost and expense budgets

·        Manpower planning, organization development and training to support both after sales (contract, parts, billable) and new system sales (installation and warranty) requirements

·        Manage customer relationships through regular open issues list review as well as operational and executive meetings

·        Lead by example and drive adoption of companies processes and policies throughout the organization

·        Drive a data-driven approach together with customers to ensure continuous monitoring and improvement of service delivery

·        Work cross embedded in a matrix organization with other functional partners (sales, applications) and Business Units to develop or recommend solutions for areas of high business impact

·        Collaborate with Human Resources on talent management initiative

Qualifications

·        15+ years in service, including 5-10 years in managerial role

·        Minimum 5 years direct service management experience in OEM business related to complex equipment. Experience in the semiconductor industry highly preferred

·        Complex capital equipment combining optics, electronics, high precision mechanics, preferably inspection or metrology systems for the semiconductor industry

·        Technical and Service background

·        Strong written and verbal communications skills. Fluent in English language;

·        Proficient in MS 365 for daily work use, meeting preparation/presentation skills and efficient collaboration in a distributed team working remotely

·        Ability and willingness to travel up to 30%

·        Proven track record of establishing strong, executive level customer relationships

·        Bachelor’s degree in sciences or engineering a minimum

·        Master’s degree a plus, or appropriate experience in process control, metrology or inspection,  in the semiconductor industry

·        Demonstrated capability to build a winning team and creating a high-performance work environment

·        Experience in building and developing service teams, establishing processes and procedures, performance management, metrics & KPIs