Field Service Site Manager I (Semiconductor)

POSITION SUMMARY

Under minimal supervision, lead a team in providing service to a strategic account. Provide Field service technical support on an ongoing basis. Conduct technical training courses for customers and/or employees in the use of complex situations for multiple products.

ESSENTIAL FUNCTIONS

• Leads a team as they service tools & equipment at customer site or service center to include all contracted preventative and unscheduled maintenance, installations, and start-ups. Tracking of on-site customer base, shipping, and receiving spare parts.
• P&L responsibility for each site (including establishing revenue plans, managing cost models, etc.)
• Maintain and replace equipment, tools, and supplies used directly for the service of Ebara provided capital equipment.
• Provides technical support to field technicians and product support personnel who diagnose, troubleshoot, repair, and debug complex electro/mechanical equipment, computer systems, and/or software.
• Ordering, expediting, and notifying the customer or management when a replacement is necessary. Maintain and replace equipment, tools, and supplies used directly for the service of tools.
• Provides documentation of preventative maintenance, downtime, CMP or tool issues, and time spent preparing reports and justification for on-site service. Might require travel to various locations of assigned customers.
• Supervises assigned service or field service personnel, requiring the ability to effectively communicate. Conducts new employee training and enforces departmental procedures.
• Also responsible for managing Service Personnel (annual performance reviews, disciplinary actions, managing day-to-day activities).
• Meets with customer(s)regularly to review product specifics and information
• Must complete Finesse training to maintain proper part transactions and usage.
• Assist and/or provide technical support on tools and service backup to other customer sites as necessary.
• Provide guidance and direction to technicians and engineers.
• Checks out and approves operational quality of system equipment. Instructs customers in the operation and maintenance of the system.
• Serves as company liaison with customer on administrative and technical matters for assigned projects.
• Train and or mentor leads and technicians.
• Complies with EBARA's safety policies, including participation in and completion of all required safety training.
• Maintains a clean and safe working environment compliant with Ebara and customer safety policies.
• 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

• AA or BS degree in Electronics, Engineering, or equivalent experience.

Experience

• Four (4) - Six (6) years of electro-mechanical and field service experience, preferably in the semiconductor or related industry.
• One (1) - Three (3) years of supervisory experience.
• Knowledge of Supplier products and semiconductor manufacturing technology to a level that enables technical discussions to be held with engineers, engineering group leaders, and buyers.
• Good working knowledge and use of Ebara CMP equipment.
• Working knowledge of mechanical skills.
• 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.