Service Manager

Nova Ltd.•Austin, TX

About The Position

Nova is seeking an experienced Service Manager to lead service operations and drive service business growth for a key customer across its site 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 role leads the Field Service Engineering team, oversees daily service operations, manages technical escalations and service processes, and serves as the primary service contact for Samsung Austin & Taylor stakeholders. The Service Manager works with Applications, R&D, and global Service teams to resolve technical challenges and ensure readiness for new equipment installations and future business expansion. Nova describes itself as a global provider of metrology solutions for process control in semiconductor manufacturing. It has approximately 1,200 people across three R&D centers and 27 field offices, and develops hardware and software solutions using fields including physics, optics, chemistry, and algorithms.

Requirements

7+ years of experience in semiconductor equipment service or field engineering.
3+ years of technical team leadership or management experience.
Strong technical troubleshooting and customer management skills.
Experience managing service operations in a semiconductor fab environment.
Strong communication, leadership, and organizational skills.
Ability to support customer needs outside regular business hours when required.

Nice To Haves

Bachelor's degree in Engineering, Physics, or a related technical field preferred.
Experience with semiconductor metrology equipment and building or scaling service teams.
Fluency in Korean is a plus.

Responsibilities

Lead and manage the Field Service Engineering team, including hiring, onboarding, training, and development.
Oversee daily service operations, ensuring timely technical support, equipment uptime, and customer satisfaction.
Manage technical escalations, troubleshooting, preventive maintenance, and issue resolution.
Establish service processes, KPIs, and operational standards to support account growth.
Plan team schedules, resources, and service coverage based on customer requirements.
Build strong relationships with Samsung Austin & Taylor stakeholders and serve as the primary service contact.
Collaborate with Applications, R&D, and global Service teams to resolve technical challenges.
Ensure service readiness for new equipment installations and future business expansion.
Drive continuous improvement, safety, and operational efficiency.