Western Region Field Service Manager

POSITION SUMMARY

Under limited supervision, responsible for overseeing and managing field service operations within a specific region of the Western United States (West of the Mississippi) to service multiple accounts and locations. Manages a team of field service managers, site leads and technicians, ensuring efficient service delivery to customers and driving overall operational excellence within the assigned territory.

ESSENTIAL FUNCTIONS

• Responsible for managing a team of managers, site leads, and associates across the country who service large operations, high-profile customers, or a location that services multiple complex company products.
• Oversee multiple sites in the performance of on-site, in-house, or factory servicing, repair, and installation of company products.
• Responsible for the western region field service budget creation, monitoring, and forecasting.
• P&L responsibility for each site (including establishing revenue plans, negotiating service contracts, budgets, managing cost models, etc.)
• Interfaces directly with the customer to address Ebara-related performance issues and drive quick resolution.
• Coordinates with other Ebara departments for a quick resolution to issues that have caused customer dissatisfaction.
• Building and maintaining client relationships, acting as a point of contact for issues, gathering feedback, and ensuring customer satisfaction.
• Monitors trends and customer actions and takes steps to increase customer retention while enhancing the overall effectiveness of the field service team.
• May serve as a customer contact for customer support and service-related problems.
• Train and mentor Field Service Site Managers/Leads
• Maintain a safety goal of 100%
• Maintains a clean and safe working environment compliant with EBARA safety policies.
• Complies with EBARA's safety policies, including participation in and completion of all required safety training.
• Performs other duties as assigned.

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

• BS degree in Electronics or completion of an accredited basic electronics program or equivalent experience.

Experience

• Eight (8) or more years of electro-mechanical and field service experience, preferably in the semiconductor or related industry.
• Five (5) years of supervisory experience.
• Working knowledge of mechanical skills. Working knowledge of principles of semiconductor and/or 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 the 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 a good driving record if servicing the customer off-site.