Service Manager II - CFA

MURATA MACHINERY USA INC•Phoenix, AZ

About The Position

Manage a team(s) of employees for assigned customer’s facilities. In charge of supporting alignment of assigned personnel ensuring organizational goals and objectives are met. Flexible, detail-oriented, and ability to multi-task. ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned. General Assure adherence to service and customer site safety procedures. Responsible for service execution and deliverables including assuring a safe, quality and professional work environment. Support assigned customer escalations, extra support outside of normal scope and installation support. Manage internal site management documents (fab reports, billing matrices, reviews, goals, headcount models, quotes, and assigned projects). Determine, identify near and long-term sustaining revenue potential. Support sustaining contractual obligations and regional budget. Support and implement service strategies in an effort to maintain and extend local sustaining contracts. Actively involved in regional contract negotiations and critical sustaining services situations. Insure all assigned personnel complete internal company requests and requirements (training, HR admin, safety) Develop and implement a successful career path for all assigned sustaining service personnel. Make recommendations for CPA, sustaining contractual obligations and regional budget. Use KPIs to monitor performance and identify areas to address and be able to extract data and use it for analysis. Leadership Manage Murata service teams. Provide advice, guidance, and leadership to team members. Facilitate team communications and set expectations, roles, and responsibilities. Support and coordinate training, team development, and coaching to build their technical, safety, quality, and interpersonal skill sets MANAGEMENT RESPONSIBILITIES Directly manage maintenance technicians at customer sites. Carry out management responsibilities in accordance with the organization's policies and applicable laws. Responsible for interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Requirements

Associate degree in related field or other engineering discipline preferred. Technical School or Military Certification is acceptable.
Minimum of 5+ years of technical field service experience in the semiconductor industry or equivalent combination of education and experience.
Minimum of one year of supervisory or management experience.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
Ability to write reports, business correspondence, and technical procedures or operation manuals.
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Excellent oral and written communication skills (English language or language of country employed).
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
Ability to apply concepts of basic algebra and geometry.
Excellent judgment and analytical capabilities.
Ability to use standard statistical analysis methodologies.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Flexible, detail-oriented, and ability to multi-task.
Ability to work in a team environment and be a team player.
Excellent customer satisfaction skills.
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Ability to use Microsoft office programs (including Excel and MS Project)
Excellent verbal and written communication skills.
Must have excellent organization and customer relation skills.
Excellent judgment and analytical capabilities.
Ability to demonstrate/facilitate problem solving on issues with multiple stakeholders.
A valid driver’s license and good driving record are required.

Responsibilities

Assure adherence to service and customer site safety procedures.
Responsible for service execution and deliverables including assuring a safe, quality and professional work environment.
Support assigned customer escalations, extra support outside of normal scope and installation support.
Manage internal site management documents (fab reports, billing matrices, reviews, goals, headcount models, quotes, and assigned projects).
Determine, identify near and long-term sustaining revenue potential.
Support sustaining contractual obligations and regional budget.
Support and implement service strategies in an effort to maintain and extend local sustaining contracts.
Actively involved in regional contract negotiations and critical sustaining services situations.
Insure all assigned personnel complete internal company requests and requirements (training, HR admin, safety)
Develop and implement a successful career path for all assigned sustaining service personnel.
Make recommendations for CPA, sustaining contractual obligations and regional budget.
Use KPIs to monitor performance and identify areas to address and be able to extract data and use it for analysis.
Manage Murata service teams.
Provide advice, guidance, and leadership to team members.
Facilitate team communications and set expectations, roles, and responsibilities.
Support and coordinate training, team development, and coaching to build their technical, safety, quality, and interpersonal skill sets
Directly manage maintenance technicians at customer sites.
Carry out management responsibilities in accordance with the organization's policies and applicable laws.
Responsible for interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.