Service Manager

Nova • Boise, ID

68d • Hybrid

About The Position

Nova is seeking an experienced Account Service Manager to lead service operations and drive service business growth for a key customer across its sites in the United States. The Service Manager is accountable for service delivery, customer satisfaction, operational performance, team development, and service revenue growth for the assigned account. The position will work closely with the Global Account General Manager, global service organization, relevant divisions, and Nova headquarters to align service strategy, develop business opportunities, and support customer escalations. The successful candidate will combine strong technical expertise in semiconductor capital equipment with business acumen, customer orientation, and proven service leadership experience.

Requirements

• Bachelor’s degree in Engineering, a technical discipline, Business Administration, or a related field.
• At least five years of experience in a managerial or service leadership role.
• Demonstrated experience managing service operations within the semiconductor capital-equipment industry.
• Strong understanding of semiconductor manufacturing environments, equipment-service requirements, and customer expectations.
• Proven experience leading complex technical and customer escalations.
• Experience managing and developing technical service teams across multiple customer sites.
• Demonstrated ability to drive service business growth and develop commercial opportunities.
• Strong business acumen combined with technical expertise.
• Excellent communication, presentation, negotiation, and stakeholder-management skills.
• Strong customer-focused and service-oriented mindset.
• Ability to work effectively across regional, divisional, and global teams in a matrixed organization.
• Ability to manage multiple priorities in a fast-paced, customer-facing environment.

Nice To Haves

• Ability to travel domestically and internationally up to 20%.

Responsibilities

• Lead service operations for the assigned account across its U.S. sites, ensuring effective execution and achievement of operational and business objectives.
• Manage, coach, and develop the service team supporting the account, including workload allocation, priorities, performance management, customer interactions, reporting, and service activities.
• Build and maintain a high-performing, collaborative, and customer-focused service team.
• Establish clear performance expectations and ensure the team has the resources, technical support, and direction required to meet customer commitments.
• Monitor service performance, identify operational gaps and risks, and implement corrective and preventive actions.
• Ensure consistent service processes, standards, and best practices across the customer’s supported U.S. locations.
• Develop and maintain strong relationships with key stakeholders across the assigned customer account.
• Proactively understand customer needs, priorities, and service expectations.
• Serve as the senior service focal point for the account in the U.S.
• Lead complex technical and service escalations, coordinating regional, divisional, and headquarters resources.
• Represent Nova during customer reviews, escalation meetings, and operational discussions.
• Ensure clear and timely communication throughout escalation and problem-resolution processes.
• Drive service revenue growth within the assigned account.
• Identify and develop new service business opportunities aligned with the global account strategy.
• Promote Nova’s service offerings, including service contracts, value-added services, upgrades, and other relevant solutions.
• Maintain a healthy service opportunity pipeline and provide timely forecasts to account leadership.
• Partner with Account Management and commercial teams to develop service proposals and increase the value delivered to the customer.
• Balance customer satisfaction, operational requirements, revenue objectives, and profitability.
• Support the global service strategy for the assigned account in partnership with the Global Account General Manager, regional service organizations, divisions, and headquarters.
• Provide visibility into U.S. service opportunities, forecasts, risks, and customer requirements.
• Support global escalations related to the assigned account and coordinate necessary U.S. and headquarters resources.
• Strengthen coordination between the U.S. customer organization, global account team, divisions, and Nova headquarters.
• Share customer feedback, service-performance insights, lessons learned, and best practices across the global account.
• Support opportunities to improve service execution and expand Nova’s service business with the customer globally.

Benefits

• Certified Great Place to Work: Recognized between 2022-2026 based on employee feedback, and consistently ranked among the Top 30 companies in our industry for workplace excellence.
• Culture of Continuous Learning: At Nova, growth never stops. You'll work with cutting-edge metrology tools, work with top engineers, and participate in ongoing industry training programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior