Service Manager (SEMI Industry)
- Woodlands, Texas
- August 5, 2024
About the Role
This position will supervise and assist technical support within the United States. This person will manage field service engineers and work closely with the Global Sales and Applications teams.
What You'll Do
- Oversee and Supervise support efforts for Key accounts.
- Work with Support Managers to utilize all FSE’s and validate schedules, service work, installation, holidays and vacation time. (TTO)
- Assist the Billed Service Administration in quotations for customer service work.
- Assist the Service Contract Administration with quotations for Service Contracts.
- Attending Internal and customer Technical Customer support meetings. (sometimes scheduled after normal business hours).
- Delivery of superior-level service to end-user customers and functioning as point-of-contact for escalated issues to ensure appropriate response and focus of support teams.
- Complete and submit a weekly report to Leadership detailing all customer problems and support issues.
- International travel to factories in Japan and other locations may be required as necessary.
- Plan future budget needs based on customer expansion and sales forecast.
- Implement Support tools
- Participating in strategic planning discussions to provide insightful ideas on process improvements and customer service delivery.
What We Are Looking For
- Prior experience in team management
- Experience in supervising remote team members
- Support Local and International Service Managers and Engineers
- Valid Drivers License
- Valid Passport
- Previous Service Experience in SEMI industry would be highly desired.
- Ability to obtain security clearance to customers and governmental facilities required.
- Previous TXRF (Total X-ray Reflection Fluorescence) would be an asset.
- Intermediate to high proficiency in Excel, pivot table, Microsoft Project knowledge a plus
- Able to manage relationships at the individual contributor, Team Leader and Manager level
- Knowledge of finance and planning tools a plus.
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