Service Team Lead

Nova Ltd.•Hillsboro, OR

About The Position

Our Global Business Group at Nova is looking for a Service Site Leader who is a self-starter, has a positive attitude, is a leader who can support and supervise a team of service engineers and support our customer. Why Nova: Certified Great Place to Work: Recognized in 2022, 2023, 2024 and 2025 based on employee feedback, and consistently ranked among the Top 30 companies in our industry for workplace excellence. Customer-Focused Environment: Be the face of Nova. We value strong relationships, and you’ll work closely with customers to understand their needs and deliver high-impact solutions. 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.

Requirements

5-8 years semiconductor cleanroom experience (team lead experience preferred).
3 years team lead experience.
Good understanding of fab service requirements, procedures, and protocols.
Ability to define and achieve targets to improve customer satisfaction.
Excellent interpersonal and communication skills.
Ability to handle stressful situation and lead a team to overcome challenges.
Travel: 15-20%

Responsibilities

Lead the overall performance of the account, ensuring delivery of service business targets.
Drive execution of service contracts and contribute to the development and implementation of the account’s service business strategy.
Identify and promote value-added service products and upgrades across the installed base.
Manage a service team of 5 engineers
Assess skill gaps and implement training programs to build team capabilities.
Provide coaching, guidance, and motivation to foster continuous improvement in customer satisfaction and team performance.
Act as the primary owner of Level 1 and Level 2 service escalations, ensuring timely resolution of technical and process issues.
Collaborate with Service and Division teams to provide direction and support for complex problem-solving.
Maintain strong and transparent communication with customers, tracking escalations to closure.
Deliver warranty and service support in accordance with Nova’s agreements with end users.
Plan and oversee resource allocation for new tool installations.
Ensure availability and accuracy of warehouse and local parts inventory to support uninterrupted service operations.
Lead the sharing of Best Known Methods (BKMs) across local and global service teams to strengthen operational efficiency and consistency.