Manager, Field Service

Veeco•Cleveland, OH

14d•$84,732 - $112,977

About The Position

The Manager, Field Service is responsible for installed-base performance and for installation, maintenance, modification, contract, and billable services at key customer sites. The role ensures prompt and efficient service for customers in assigned geographic areas or customer accounts and directly supervises, schedules, evaluates, and mentors Field Service Engineers. The position is primarily tactical, with 70% or more of time devoted to day-to-day operations and activities and 30% to strategic issues and planning. Building services revenue year over year is a key goal. The position directs field service operations, staffing, and service delivery while ensuring customer satisfaction, safety, quality, budget and schedule performance, and fulfillment of contractual commitments. It also oversees personnel recruitment and development, site metrics and corrective actions, customer communications, and continuous, profitable service growth. Travel to multiple site locations is approximately 50% of the time.

Requirements

Bachelor's degree in a technical field, or an equivalent combination of education and experience.
A minimum of 5 years of experience managing operational field service and/or customer relations teams in the semiconductor capital equipment industry.
Ability to travel to multiple site locations approximately 50% of the time.
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 that deliver service improvements.
Excellent communication, leadership, coaching, and mentoring skills.
Ability to adapt and succeed in a changing environment.

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, procedures, methods, and guidelines for on-site installation, testing, maintenance, troubleshooting, and efficient service delivery.
Ensure field service projects are completed within budget and deadlines to meet customer needs.
Oversee scheduling and training of field service representatives, considering 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 staff in the assigned area.
Ensure customer sites meet applicable standards and metrics, and actively participate in corrective action programs.
Maintain direct customer contact through daily and weekly on-site meetings to ensure satisfaction and resolve customer issues.
Implement and share best practices across customers in the assigned territory.
Lead and support year-over-year profitable growth through repeatable, scalable, cost-effective service solutions.
Maintain manpower utilization to set targets and manage time effectively.