Senior Manager Service

Job Number: 1524

External Description:

Leading global semiconductor equipment manufacturer
Snr Manager Service

General Responsibilities

The Manager reports to the Account Director and is responsible for all customer service operations for a leading global semiconductor manufacturing equipment manufacturer. You will oversee products installed within the assigned region for a major key account (Tier-1 memory manufacturer).

Objectives

• Stay informed as needed relative to account 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 the region
• Improving the service organization structure for both customer and ASM
• 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

Specific Duties

• 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 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 ASM 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 satisfaction
• 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 account objectives

Education Requirements

• Minimum -Bachelor’s degree or higher in Engineering or a related technical field.

Experience Requirements

• 5–10 years of experience in Field Service Management, preferably in the semiconductor capital equipment industry.

Skills & Competencies

• Business-level proficiency in both Japanese and English
• 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 ASM 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

Job Number: 1524

Community / Marketing Title: Senior Manager Service

Location_formattedLocationLong: Hiroshima, Hiroshima JP