National Field Service Manager, Components Division (31875)

POSITION SUMMARY

Under limited supervision, directs a team of managers, leads, and associates across the country to service multiple accounts and locations. Supervise and manage the field service forecast based on the annual operating plan (AOP), to include profit-maximizing objectives for the utilization of labor, materials, facilities, etc. Manages all field services processes and practices, ensuring consistency throughout the organization. Responsible for 3rd Party Rebuild revenue. Manages remanufacturing services of non-Ebara vacuum pumps. This role is a hybrid position that will require 50%+ domestic travel.

ESSENTIAL FUNCTIONS

• Directs the coordination of technical and administrative support activities, including installation, repair, preventive maintenance, and engineering change upgrades to be performed at client sites. (Essential)
• Ensures adequate records and systems are maintained. (Essential)
• Schedules personnel responding to critical situations. Maintains communication with design management and specialists in resolving technical problems and/or bringing problems to the design department's attention. (Essential)
• Selects, develops and evaluates personnel to ensure the efficient operation of the function. Assist in personnel-related functions, including but not limited to hiring, performance appraisals, approval of time cards, and time off schedules. (Essential)
• Coordinate and direct training and departmental orientation of all new employees. (Essential)
• Responsible for the National field service budget creation, monitoring, and forecasting. (Essential)
• Prepare service contract quotations and track results. (Essential)
• Track all Quick Response Center transactions and provide failure analysis on products. (Essential)
• Monitors trends and customer actions and takes steps to increase customer retention while enhancing the overall effectiveness of the field service team. (Essential)
• Supervises and directs the activities of the Quick Response Center Service personnel, requiring the ability to communicate effectively. Acts as a contact for customers in relation to service issues. (Essential)
• Prepares Quick Response Center budget, including but not limited to profit and loss documentation, and forecasts. Coordinate and directs training and departmental orientation of all new employees. (Essential)
• May serve as customer contact on customer support and service related problems. (Non-Essential)
• Works closely with 3rd Party Rebuild program manager in developing commercial strategies for Remanufacturing Services of non-Ebara vacuum pumps supplied to the Semiconductor Manufacturing market sector (though not limited to) in North America and increases service revenues and profitability in line with company objectives. (Essential)
• Responsible for developing ETI's non-Ebara vacuum pump remanufacturing services capability roadmap which will influence future commercial strategy, in-house capability, investment, and resourcing decisions. (Essential)
• Responsible for expanding ETI's non-Ebara vacuum pump remanufacturing internal capabilities and investment decisions while having a thorough understanding of available business in markets served and coordinating feedback on requirements; represents ETI's Components Service in medium to long-term forecasting and business planning processes associated with non-Ebara vacuum remanufacturing service business. (Essential)
• Through customer interaction and other efforts aligned with ETI's non-Ebara vacuum pump remanufacturing services capability roadmap, will support research efforts associated with technical developments and emerging requirements in markets served. (Essential)
• Complies with EBARA's safety policies, including participation in and completion of all required safety training. (Essential)
• Performs other duties as assigned. (Non-Essential)

POSITION QUALIFICATIONS

Competency Statement(s)

• The ability to perform the identified essential functions of the classification, including the operation of any machinery and/or equipment that is associated with performing the essential functions.
• The ability to perform the essential functions of the position in a cross-cultural, demanding, and dynamic environment.
• The ability to perform the essential functions of the position without posing a direct threat of harm to him/herself, others or property.
• The ability to adhere to EBARA personnel policies and practices, including the attendance and punctuality requirements.
• The ability to work well under pressure, meet multiple and sometimes competing deadlines, and at all times demonstrate cooperative behavior with colleagues and supervisors.

Education

• Bachelor of Science in Business, Engineering, or equivalent experience.

Experience

• Eight (8) or more years of electro-mechanical and Field service experience, preferably in the semiconductor industry.
• Five (5) years of supervisory experience.

SKILLS & ABILITIES

• Working knowledge of mechanical skills and principles of vacuum technology.
• Working knowledge of computer systems, including software packages such as Microsoft Office, Internet Explorer, and Adobe Illustrator.
• Strong relationship-building skills with the ability to collaborate and work effectively with internal colleagues and customers.
• Demonstrated excellent written and oral communication skills.
• Demonstrated leadership and program management. Demonstrated teamwork skills.
• Provide a good driving record.