Sr. Manager, Strategic Global Field Service (32581)

POSITION SUMMARY

Under limited supervision, the Sr. Manager, Strategic Global Field Service will lead SED Field Service operations for the Micron strategic account across U.S. and international sites. Responsible for service delivery, P&L performance, parts strategy, workforce management, equipment performance, and customer satisfaction. Drives operational consistency, equipment availability, service profitability, and long-term customer relationships through effective team leadership and cross-functional collaboration. Requires up to 40% travel based on business and customer needs.

ESSENTIAL FUNCTIONS

• Manage and coordinate all Service-related activities for Micron Field Service. (Essential)
• Strategically manage parts (PM & non-consumables) for systemic execution across all regions. Collect, survey, and review strategies for placement and stocking to ensure maximum machine availability at customer sites. (Essential)
• P&L responsibility for each site (including establishing revenue plans, negotiating service contracts, budgets, managing cost models, etc.) (Essential)
• Build a robust SED service group by allocating proper personnel and resources. (Essential)
• Improve Feidl Service Engineers and Field Service Technician performance to achieve tool specification goal. (Availability, Technical SPEC, Workmanship). (Essential)
• Develop and implement strategies necessary to ensure customer awareness of Ebara product(s) and their capabilities; thus, ensuring customer ownership satisfaction. (Essential)
• Interfaces directly with customers to address Ebara-related performance issues and drive quick resolution. (Essential)
• Coordinates with other Ebara departments for a quick resolution to issues that have caused customer dissatisfaction. (Essential).
• Monitors trends and customer actions and takes steps to increase customer retention while enhancing the overall effectiveness of the field service team. (Essential)
• Responsible for managing SED service personnel, ensuring compliance with standard operating procedures, safety protocols, and customer procedures. (Essential)
• Supervises field service personnel who require the ability to communicate effectively. Assists in personnel-related functions including, but not limited to, hiring, performance appraisals, approval of timecards, and time off schedules. (Essential)
• Will serve as customer contact on customer support and service-related problems. (Essential)
• Maintains a clean and safe working environment compliant with EBARA safety policies. (Essential)
• Complies with EBARA's safety policies, including participation in and completion of all required safety training.
• Performs other duties as assigned. (Non-Essential)

POSITION QUALIFICATIONS

Competency Statement(s)

• The ability to perform the identified essential functions of the classification, including operating any machinery and/or equipment associated with those functions.
• The ability to perform the essential functions of the position in a 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's degree in a science or engineering discipline or equivalent experience.

Experience

• Ten (10) or more years of work-related experience, preferably in the semiconductor or related industry.
• Five (5) or more years of supervisory experience.
• Working knowledge of CMP Products
• Working knowledge of principles of vacuum technology/abatement.
• Strong Customer Relations skills.

SKILLS & ABILITIES

• Working knowledge of MS Office products including Excel, Word, Outlook, and PowerPoint.
• Strong relationship-building skills with the ability to collaborate and work effectively with internal colleagues
• and customer.
• Self-starter with the ability to work independently, and the aptitude to learn quickly.
• Ability to work in a dynamic and team-oriented environment.
• Ability to present and solidify products, team strategy, and direction.
• Analytical skills, problem-solving, and leadership skills
• Strong organizational skills.
• Strong verbal and written communication skills.