Director Of Field Services

Job Summary & Responsibilities · Responsible for all aspects of the service business in Southeast Asia with direct and managerial individuals reporting into this position · Owns service revenue and service sales (contracts, parts, upgrades, etc.) into SEA, in line with corporate objectives and revenue targets including revenue forecasting · Responsible for developing and managing the overall service delivery strategy and operations · Increase customer satisfaction through establishing infrastructure, optimizing procedures and processes, managing escalations and problem solving, setting and tracking metrics and KPIs · Full P&L responsibility for SEA service team with the objective to reach annual revenue, cost and expense budgets · Manpower planning, organization development and training to support both after sales (contract, parts, billable) and new system sales (installation and warranty) requirements · Manage customer relationships through regular open issues list review as well as operational and executive meetings · Lead by example and drive adoption of companies processes and policies throughout the organization · Drive a data-driven approach together with customers to ensure continuous monitoring and improvement of service delivery · Work cross embedded in a matrix organization with other functional partners (sales, applications) and Business Units to develop or recommend solutions for areas of high business impact · Collaborate with Human Resources on talent management initiative Qualifications · 15+ years in service, including 5-10 years in managerial role · Minimum 5 years direct service management experience in OEM business related to complex equipment. Experience in the semiconductor industry highly preferred · Complex capital equipment combining optics, electronics, high precision mechanics, preferably inspection or metrology systems for the semiconductor industry · Technical and Service background · Strong written and verbal communications skills. Fluent in English language; · Proficient in MS 365 for daily work use, meeting preparation/presentation skills and efficient collaboration in a distributed team working remotely · Ability and willingness to travel up to 30% · Proven track record of establishing strong, executive level customer relationships · Bachelor’s degree in sciences or engineering a minimum · Master’s degree a plus, or appropriate experience in process control, metrology or inspection, in the semiconductor industry · Demonstrated capability to build a winning team and creating a high-performance work environment · Experience in building and developing service teams, establishing processes and procedures, performance management, metrics & KPIs