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Field Service Manager

3 weeks ago

Taiwan Other Veeco Full time

About Veeco
You probably don't realize it, but what we do at Veeco touches the lives of every person, every day. It's a bold statement, but it's true. From the smartphones in our pockets that access the world's collective knowledge, to the cloud-based services where all that information lives, to high-speed wireless communication and computing power needed to drive artificial intelligence, augmented and virtual reality, gaming and so much more, our technology is all around us. 
 

We design, develop, manufacture, and service highly complex, cutting-edge machines used by our customers to create the essential devices that drive the digital age, connect the world, and improve the human experience. Along with the world's leading technology companies, many of which are household names, we help solve their most difficult material science challenges, enabling technologies for a more connected, sustainable, and convenient world.
 

We're looking for material difference-makers to join our growing team. Interested? Learn more at

Overview

Veeco is looking for a Field Service Manager. This person will be responsible for providing installation, maintenance, modification, contract and billable service for equipment at customer sites.  The manager will ensure prompt and efficient service/communication to all customers in the assigned geographical or customer account area(s) and will be directly responsible for supervising, scheduling, evaluation and mentoring Field Service Engineers.  

Responsibilities

  • Maintain and initiate direct contact with customers through daily and weekly on-site meetings to ensure customer satisfaction.
  • Direct and oversee field service activities including safety and quality install base performance at customer sites for Veeco product.
  • Follow existing policies and procedures to manage service team on-site installation, scheduled and unscheduled maintenance, troubleshooting as well as developing methods, guidelines, and policies to facilitate efficient service delivery.   
  • Ensure all field service projects complete, meet customers' needs and FAC sign off.
  • Oversee the scheduling and training of all aspects for field service representatives including skill level, customer site requirement and company's policies.
  • Handle service contracts and direct support services to meet all customers' contractual obligations and commitments.
  • Ensure all customer issues are satisfactorily resolved utilizing global product technical support, engineering, manufacturing, and other cross-functional teams as needed.
  • Provide leadership, direction, and continuity in the areas of field service operations, staffing/manpower optimization and forecast expenses.
  • Manage all aspects of recruitment, orientation, training, evaluation, and development of personnel including administrative and expense control monitoring for all service headcount in the area under his/her direction.
  • Ensure that customer sites are meeting all safety standards and metrics with active participation in corrective action programs.
  • Participate with other personnel in global service teams to correct major field problems, improve service processes or develop new customer programs as situations evolve.
  • Ensure best known practices are implemented and shared across all customers within assigned territory/customer sites.  
  • Lead and assist with continuous profitable growth year after year, through innovative solutions delivered in a repeatable, scalable and cost-effective manner.

Qualifications

  • Bachelor's degree or above in engineering and a minimum of three years of experience managing/supervising field service team and foreign contractor management experience.
  • Customer relations in the semiconductor capital equipment industry. Experience managing a leading semiconductor customer site; with diffusion or etch or lithography or wet process section and leading a team of eight or more engineers preferred.
  • Candidate with foundry, OSAT, Compound Semiconductor customers facing and managing experience is a plus.
  • Managing TSMC account experience is a plus.

Knowledge, Skills & Abilities

  • Motivated to achieve self and team goals while ensuring that goals represent business objectives.
  • Demonstrated ability to motivate and communicate with others at all levels.
  • Fluent in English to communicate with Veeco factory site and Technical support team.
  • Strong influencing skills. Able to build strong relationships to deliver service improvements.
  • Excellent communication, leadership, coaching, and mentoring skills; strong interpersonal skills.
  • Able to adapt and succeed in a changing environment.
  • Must be able to travel to multiple site locations up to 30% of the time.
  • Knowing and utilizing SAP, MS offices.

Location: Tainan, Kaohsiung

Veeco is an equal opportunity employer. We evaluate applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information, and other legally protected characteristics. Veeco is committed to working with and providing reasonable accommodations to individuals with disabilities.