Job Overview
We are seeking a seasoned professional to fill the role of Service Operations Manager. This individual will be responsible for leading a team of service engineers and supporting our customer base.
Main Responsibilities:
* Primary account manager: Oversee install base performance and service business targets, ensuring achievement of service contract goals (tool uptime, MTTR, MTBF, etc.).
* Team leadership and coordination: Allocate resources, align daily plans with customer needs, identify skill gaps, plan training, and motivate the team to improve customer satisfaction.
* Technical expertise: Perform approximately 70% hands-on technical work in cleanroom environments.
* Escalation and collaboration: Handle Level 1 and 2 escalations, collaborate with Service and Division for technical guidance, ensure smooth customer communication, and track progress until closure.
* Support and planning: Support Nova and End Users under warranty and service agreements, plan new tool installations, and manage WH and parts stock for local inventory.
* Strategic contributions: Contribute to account service business strategy, drive value-added service products/upgrades, and initiate Best Known Method (BKM) sharing across sites and globally.
Requirements
* Cleanroom experience: 3-5 years, preferably with team lead experience.
* Fab service requirements understanding, procedures, and protocols, with the ability to define and achieve targets for customer satisfaction.
* Excellent interpersonal and communication skills.
* Ability to handle stressful situations and lead a team to overcome challenges.
* Willingness to travel.