Regional Field Service Manager

Job Title: Regional Field Service Manager

Department: Global Field Service & Support

Location: Field / Regional Office

Employment Type: Full Time

FLSA Status: Exempt

Reports To: Director of Customer Success & Support Services

Position Summary

The Regional Field Service Manager is responsible for leading, mentoring, and scaling a high-performing team of Field Service Engineers (FSEs) dedicated to installing, maintaining, and optimizing complex semiconductor capital equipment at customer fabrication sites. This role acts as the critical operational bridge between field operations, our internal Technical Support layer, and customer engineering accounts.

The Regional Field Service Manager serves as the primary operational command lead during customer down-tool crises, orchestrating technical support resources to accelerate root-cause resolution and maximize tool availability. This position plays a critical role in enforcing technical accountability, safeguarding asset lifecycle performance, and protecting customer compliance with strict tool-uptime SLAs.

Essential Duties and Responsibilities

• Directly manage, evaluate, and mentor the Field Service Engineering team, establishing clear performance expectations and technical accountability.
• Serve as the primary escalation lead for complex system down-events, strategically deploying and directing the internal Technical Support layer to drive rapid triage.
• Lead high-pressure technical summaries, action plans, and formal root-cause analysis (8D) reviews directly with customer engineering teams.
• Drive regional service revenue growth by actively identifying, proposing, and closing service contract renewals and premium service package sales to hit the 2026 target of $3M.
• Partner and collaborate with the Training Manager to design, enforce, and maintain ISO audit-compliant training and certification pathways that scale field engineering competency alongside product roadmaps.
• Monitor, calculate, and report on asset performance based on SEMI standard uptime metrics within digital ticketing workflows.
• Track and optimize regional service performance metrics, including Mean Time to Resolution (MTTR) and preventative maintenance compliance.
• Partner with supply chain and spare parts operations to optimize regional kits and minimize part-delivery bottlenecks.
• Manage engineering resource allocation, scheduling, and dispatch routing to ensure complete regional support coverage.
• Adhere to and enforce established corporate safety, quality, and operational procedures across all customer fab sites.

Business Impact

• Directly safeguards tool availability, first-time-fix rates, and customer compliance with strict tool-uptime SLAs.
• Accelerates installed base revenue growth by securing $3M in service contract and package sales.
• Improves engineering resource efficiency by deploying Technical Support strategically to remove field bottlenecks.
• Preserves account trust and reverses escalation trends by providing an authoritative, technically clear interface during customer crises.

 Required Qualifications

• Bachelor’s degree in Electrical Engineering, Mechanical Engineering, Materials Science, or a related technical discipline (or equivalent practical military/industrial electronics experience).
• Minimum of 5–7 years of direct hands-on field engineering experience within the semiconductor capital equipment industry (e.g., etch, deposition, lithography, or cluster tools).
• 3+ years in a supervisory or management role leading technical field service personnel.
• Strong technical acumen with a foundational understanding of electro-mechanical systems, vacuum technology, RF power, and complex digital diagnostics.
• Exceptional communication skills with a proven track record of managing high-stakes customer engineering escalations.
• Ability to travel 25–30% to customer fabrication sites and regional offices as required to support field operations.

Preferred Qualifications

• Experience managing a large or geographically distributed team of field engineers.
• Deep familiarity with SEMI standard E10 uptime calculation methods and tracking.
• Strong proficiency with advanced enterprise ticketing architectures (e.g., Jira Service Management asset hubs) and ERP workflows.

Work Environment & Physical Requirements

• Work performed across regional offices and customer cleanroom manufacturing environments (fabs).
• Requires the ability to meet customer site compliance rules, including cleanroom gowning requirements.
• May require standing, walking, and working around high-vacuum and high-power capital equipment within established safety guidelines.

Key Competencies

• Technical escalation orchestrator
• Accountability and team leadership
• SLA and quality focus
• Crisis management and communication
• Customer success mindset