Field Service Site Manager I

EBARA TECHNOLOGIES INCORPORATED•Austin, TX

About The Position

The Service Manager leads field service operations for the Austin, Texas area, overseeing customer support, technician staffing and development, work scheduling, safety, service quality, escalation management, and coordination with Sales, Engineering, Operations, and the rebuild organization. The role supports installation, preventive and corrective maintenance, troubleshooting, service-contract execution, and customer communication for EBARA vacuum pumps and related semiconductor manufacturing equipment. It requires local presence in the Austin market, regular travel to customer sites, and flexibility to support critical service events and business growth. The manager leads and supports field service personnel, manages service activities for EBARA-provided components products, and coordinates with customers and internal teams on installations, maintenance, upgrades, new designs and applications, and product rollouts. The position also manages assigned personnel, service inventory and equipment, customer documentation, safety and compliance, and service-related coordination across ETI and EC.

Requirements

Ability to perform the essential functions of the classification, including operating machinery or equipment associated with those functions.
Ability to work in a cross-cultural, demanding, and dynamic environment.
Ability to perform the job without posing a direct threat of harm to oneself, others, or property.
Ability to adhere to EBARA personnel policies and practices, including attendance and punctuality requirements.
Ability to work under pressure, meet multiple and competing deadlines, and demonstrate cooperative behavior with colleagues and supervisors.
Eight or more years of electromechanical and field service experience.
Three or more years of supervisory experience.
Working knowledge of mechanical skills, vacuum technology principles, reading complicated drawings, and testing digital and/or analog systems.
Strong customer relations skills.
Working knowledge of Microsoft Office products, including Excel, Word, Outlook, and PowerPoint.
Strong relationship-building skills and ability to collaborate effectively with internal colleagues and customers.
Demonstrated leadership, program management, teamwork, and organizational skills.
Excellent written and oral communication skills.
Verification of a good driving record if servicing customers offsite.

Nice To Haves

AA or BS degree in Electronics or Engineering, or equivalent experience.
Electromechanical and field service experience in the semiconductor or a related industry.

Responsibilities

Lead a team servicing EBARA-provided components products at customer sites or service centers, including contracted preventive and unscheduled maintenance, installations, upgrades, tool downs, and new designs or applications.
Participate in new design or application review meetings, interface with customers’ design groups, and provide guidance to customers.
Manage installation schedules and coordinate parts and consumables.
Review, approve, and implement ECNs and CIPs for EBARA components products.
Work with EBARA Marketing, Sales, and Engineering to roll out new products for field service implementation.
Track the on-site pump customer base, pump shipping and receiving, and spare pumps and parts.
Order and expedite replacement items and notify customers or management when replacements are necessary.
Maintain and replace equipment, tools, and supplies used to service EBARA components products.
Provide technical support to field technicians and product support personnel diagnosing, troubleshooting, repairing, and debugging complex electromechanical equipment, computer systems, and software.
Provide customers with documentation on preventive maintenance, downtime, and pump equipment issues; prepare reports on equipment movement and the justification for on-site service.
Travel to assigned customer locations.
Supervise assigned service or field service personnel; conduct new-employee and safety training and enforce departmental procedures.
Assist with Quick Response Center operations and provide service backup to other customer sites as needed.
Assist Sales in developing customers in the assigned geographic area through installations, retrofits, maintenance, cooler or trap cleans, and pump performance tracking and monitoring.
Coordinate service activities with ETI Engineering and Technical Support and EC, and communicate with parties supporting ETI’s customer base.
Manage ETI Components Service Personnel, including annual performance reviews, disciplinary actions, and day-to-day activities.
Maintain a clean and safe working environment in compliance with EBARA safety policies.
Comply with EBARA safety policies and complete required safety training.
Perform other duties as assigned.