Regional Field Service Manager
About The Position
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.
Requirements
- 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.
Nice To Haves
- 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.
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.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
