Sr Manager Service (2436) Oregon

The Senior Service Manager will be responsible for maintaining positive customer relationships while providing highly valued services and support to customers.  The Senior Service Manager will lead a team of service operations managers and field service engineers to provide world class customer service to ensure positive outcomes for COMPANY end users and technology buyers within a key corporate level account.  This position is relied upon by a number of senior leaders and executive management stakeholders for delivering on both customer satisfaction initiatives and key business results.

Roles and Responsibilities

  • Create /sustain a work environment and culture where safety and quality is top value
  • Create/sustain a work environment and culture where mutual trust, respect, and open communication is highly valued
  • Responsible for development of service leaders/ service engineers and performance is proactively managed through real time coaching and corrective actions as necessary
  • Ensure all leadership and senior technical individual contributor pipeline plans are actively managed
  • Full accountability for service and spares quarterly revenue forecast and forecast accuracy KPI
  • Full accountability for service and spares P&L performance to meet annual operational plan deliverables
  • Full accountability for meeting service operational KPI’s to meet annual operational plan deliverables
  • Full accountability for workforce sizing to meet customer investment cycle and establishing workforce needs as part of annual operating plan setting.
  • Responsible for contributing to the development and execution of strategic business initiatives to achieve revenue, margin, and market share growth within the service and spares business areas
  • Must be able to influence other senior leaders and executives through clear, concise, and cognitive  communication with all relevant data

    Education
    Bachelors or Master’s Degree in an engineering field required; with an MBA being a plus.

    Experience / Required skills
    +10 years of experience in semiconductor industry supporting complex capital equipment and process technology support
    +5 years in a leader/ people management role
    Extensive knowledge and experience with customer satisfaction, service & spares business, and or account management, preferably within the semiconductor industry.  A proven track record of problem solving is a must.