Manager, Field Service (Phoenix)
About The Position
The Manager, Field Service is responsible for managing installed-base performance and installations, maintenance, modifications, contract services, and billable services at key customer sites. The role ensures prompt and efficient service to customers in assigned geographic or customer-account areas and directly supervises, schedules, evaluates, and mentors Field Service Engineers. It is tactical in nature, with 70% or more of time focused on day-to-day operations and activities and 30% on strategic issues and planning. Building services revenue year over year is a key goal. The position is based in Phoenix, Arizona, and requires approximately 25% travel.
Requirements
- Bachelor's degree in a technical field and a minimum of 5 years of experience managing operational field service and/or customer relations teams in the semiconductor capital equipment industry; an equivalent combination of education and experience will be considered.
- Motivation to achieve individual and team goals while ensuring goals represent business objectives.
- Demonstrated ability to motivate and communicate with people at all levels.
- Strong influencing skills and ability to build relationships to deliver service improvements.
- Excellent communication, leadership, coaching, and mentoring skills.
- Ability to adapt and succeed in a changing environment.
- Ability to travel to multiple site locations approximately 25% of the time.
Nice To Haves
- Experience managing a key customer site with staff.
Responsibilities
- Direct and oversee field service activities, including safety, quality, and installed-base performance at key customer sites.
- Plan and develop policies and procedures for on-site installation, testing, maintenance, and troubleshooting, and develop methods and guidelines to facilitate efficient service delivery.
- Ensure field service projects are completed within budget and deadlines to meet customer needs.
- Oversee scheduling and training for field service representatives, accounting for skill levels, customer-site requirements, and company policies.
- Handle service contracts and direct support services to meet customer contractual obligations and commitments.
- Provide leadership and direction for field service operations, staffing and manpower optimization, and forecast data.
- Manage recruitment, orientation, training, evaluation, and development of personnel, including administrative and expense-control monitoring for service personnel in the assigned area.
- Ensure customer sites meet standards and metrics, with active participation in corrective action programs.
- Maintain direct customer contact through daily and weekly on-site meetings to ensure satisfaction and satisfactory resolution of customer issues.
- Implement and share best practices across customers in the assigned territory.
- Lead and assist with continuous profitable growth through innovative solutions delivered in a repeatable, scalable, and cost-effective manner.
- Maintain manpower utilization to set targets and manage time effectively.
Benefits
- Medical, dental, and vision coverage
- 401(k) with company match
- Holiday, vacation, and sick time
- Flexible Spending Accounts (FSA)
- Commuter benefits
- Life and accident insurance
- Disability insurance
- Tuition reimbursement
- Employee Assistance Program (EAP)
- Identity Theft Remediation
- Emergency Travel Assistance
- Bonus opportunity
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What This Job Offers
Job Type
Full-time
Career Level
Manager
