Field Service Site Manager I (33403)

POSITION SUMMARY

The Service Manager will lead field service operations for the Austin, Texas area and will be responsible for customer support, technician staffing and development, work scheduling, safety, service quality, escalation management, and coordination with Sales, Engineering, Operations, and the rebuild organization. The manager will support equipment installation, preventive and corrective maintenance, troubleshooting, service-contract execution, and customer communication for EBARA vacuum pumps and related semiconductor manufacturing equipment. Qualifications should include field service leadership experience in semiconductor or advanced manufacturing, strong technical troubleshooting capability, customer-facing communication skills, safety and compliance leadership, and the ability to manage priorities across multiple customer sites. The role requires local presence in the Austin market, regular customer-site travel, and flexibility to support critical service events and business growth.

ESSENTIAL FUNCTIONS

• Lead a team as they service (ALL EBARA PROVIDED COMPONENTS PRODUCTS) pumps at customer site or service center to include, all contracted preventative and unscheduled maintenance, installations, upgrades, tool downs, installation, and new design or applications. (Essential)
• New design or application- Involved in the design review meetings and interface with the customers design group. Provide guidance to customers on new design or application. (Essential)
• Installation- Handle installation schedules and coordination of parts and consumables. (Essential)
• Review, approval, and implementation of all ECN's and CIP's for all Ebara components products. (Essential)
• Working with Ebara Marketing, Sales, and Engineering, foster roll out of new products for field service implementation. (Essential)
• Track on-site pump customer base, (ALL EBARA PROVIDED COMPONENTS PRODUCTS) pump shipping and receiving, and spare pumps and parts. (Essential)
• Order, expedite, and notify customer or management when replacement is necessary. Maintain and replace equipment, tools, and supplies used directly for the service of (ALL EBARA PROVIDED COMPONENTS PRODUCTS) pumps. (Essential)
• Provide technical support to field technicians and product support who are diagnosing, troubleshooting, repairing, and debugging complex electro/mechanical equipment, computer systems, and/or complex software. (Essential)
• Provide documentation to customers on preventative maintenance, down time, pump equipment issues, and time spent preparing reports for (ALL EBARA PROVIDED COMPONENTS PRODUCTS) pump equipment movement and justification for on-site service. Travel to various locations of assigned customers. (Essential)
• Supervise assigned service or field service personnel require the ability to effectively communicate. Conduct new employee training, safety training, and enforcement of departmental procedures. (Essential)
• Assist in all functions required in the operations of Quick Response Center. Assist and/or provide service back up to other customer sites as necessary. (Non-essential)
• Assist Sales in developing customers within geographics in performing installs, retrofits, preventive & unscheduled maintenance, cooler and/or trap cleans, tracking / monitoring pump performance. (Essential)
• Coordinate all Service-related activities with ETI Engineering & Tech Support, and EC, and communicate with all parties within ETI & EC associated in supporting ETI's customer base. (Essential)
• Also responsible for managing all ETI Components Service Personnel (annual performance reviews, disciplinary actions, managing day-to-day activities). (Essential)
• Maintain clean and safe working environment compliant with EBARA safety policies. (Essential)
• Comply with EBARA's safety policies, including participation in and completion of all required safety training. (Essential)
• Perform 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

• AA or BS degree in Electronics, Engineering, or equivalent experience.
• Experience
• Eight (8) + years electro-mechanical and field service experience, preferably in the semiconductor or related industry.
• Three (3)+ or more supervisory experience.
• Working knowledge of mechanical skills.
• Working knowledge of principles of vacuum technology.
• Working knowledge of reading complicated drawings. Working knowledge of testing digital and/or analog systems.
• Strong Customer Relations skills.

SKILLS & ABILITIES

• Working knowledge of MS Office products including Excel, Word, Outlook, and PowerPoint.
• Strong relationship building skills with ability to collaborate and work effectively with internal colleagues
• and customers.
• Demonstrated leadership and program management.
• Demonstrated teamwork and organizational skills.
• Demonstrated excellent written and oral communication skills.
• Provide verification of good driving record if servicing customers offsite.