Western Region Field Service Manager, Components Division (32297)

POSITION SUMMARY

Under limited supervision, directs a team of Field Service leads & associates across the Western Region (West of the Mississippi) to service multiple accounts and locations. Supervise and manage the field service forecast-based annual operating plan (AOP), to include profit-maximizing objectives for the utilization of labor, materials, facilities, etc. Manages all field services processes and practices and ensures consistency throughout the organization. This role is a hybrid position that will require 30-40% domestic travel.

ESSENTIAL FUNCTIONS

• Lead and manage field service operations, including installation, repair, preventive maintenance, and engineering upgrades at customer sites.
• Ensure consistent field service processes, procedures, and recordkeeping across the organization.
• Develop and manage annual budgets, forecasts, and operating plans for field service and Quick Response Center operations.
• Monitor labor, materials, and resource utilization to achieve profitability goals.
• Schedule and deploy personnel to respond to customer needs and critical service situations.
• Serve as a key point of contact for customers regarding service-related issues and escalations.
• Recruit, develop, coach, and evaluate employees to ensure high performance and operational effectiveness.
• Oversee employee onboarding, training, and professional development programs.
• Prepare service contract quotations and monitor contract performance.
• Track Quick Response Center activities, analyze product failures, and recommend corrective actions.
• Monitor customer trends and implement strategies to improve customer satisfaction and retention.
• Manage the activities and performance of Quick Response Center personnel.
• Provide hands-on support and Technical expertise when required to support installs, service contracts, and or PTO back up.
• Support long-term business planning, forecasting, and growth initiatives related to non-Ebara vacuum pump remanufacturing services.
• Work with customers and industry partners to identify emerging technologies, market trends, and future service requirements of non-Ebara products.
• Perform other duties as assigned.
• 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

• Associate, 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 computer systems, including the Microsoft Office suite,
• Excellent verbal, written, and presentation communication skills.
• Experience developing and implementing service strategies to improve customer satisfaction and operational efficiency.
• Experience negotiating service agreements and managing customer contracts.
• Strong relationship-building skills with the ability to collaborate and work effectively with internal colleagues and customers.
• Demonstrated leadership and Effective project management and organizational skills.
• Ability to travel extensively throughout the assigned region. Provide a good driving record.