Job Summary & ResponsibilitiesKey ResponsibilitiesService Strategy & Operational Leadership- Develop and execute the Service Operations strategy aligned with company, business, and customer priorities.
- Establish the operating model, processes, governance, and performance expectations required to deliver consistent and scalable service execution.
- Translate business forecasts, installed-base growth, product roadmaps, and customer requirements into service capacity and operational plans.
- Anticipate operational risks and emerging service requirements and establish plans to ensure organizational readiness.
- Drive alignment and accountability across service organizations, regions, and cross-functional partners.
Operational Performance & Customer Experience- Define, monitor, and continuously improve key service performance indicators.
- Ensure accurate, timely, and actionable reporting of service performance and use operational data to identify trends, risks, and improvement opportunities.
- Establish service operating standards and "service hygiene" metrics and partner with field leadership to ensure process compliance, disciplined execution, and high data quality.
- Drive corrective actions and sustained improvements when operational performance falls below expectations.
- Establish governance and mechanisms to sustain improvements and measure business impact.
- Lead organizational change associated with new processes, technologies, operating models, and business requirements.
Installation & Product Acceptance- Provide leadership and oversight for equipment installation and startup activities, ensuring installation teams consistently achieve or exceed established performance targets.
- Partner with Field Service, Engineering, Product, and customer-facing organizations to improve installation effectiveness and reduce cycle time from equipment delivery through customer acceptance.
- Establish improvement plans addressing recurring installation, qualification, and acceptance issues.
- Ensure lessons learned from installations and field performance are incorporated into service processes, training, and product improvement efforts.
Workforce, Capacity & Financial Management- Develop workforce and headcount strategies that align service capacity with customer demand, installed-base requirements, productivity expectations, and business growth.
- Optimize labor deployment, utilization, coverage, and cost while maintaining required service levels and organizational capability.
- Manage operating budgets and service investments and ensure resources are deployed effectively against business priorities.
- Partner with Finance and business leadership on forecasting, workforce planning, productivity initiatives, and financial performance.
- Deliver established quarterly and annual financial and operational objectives.
QualificationsQualificationsRequired- Bachelor's degree in Engineering, Business, Operations Management, or a related field, or equivalent combination of education and relevant experience.
- Significant progressive leadership experience in service operations, field service, operations, engineering, or a related function within the semiconductor equipment, semiconductor manufacturing, advanced manufacturing, or other complex capital-equipment industry.
- Demonstrated experience leading managers and large, geographically distributed technical/service organizations.
- Demonstrated success managing complex service operations using operational and financial KPIs.
- Experience with workforce and capacity planning, resource utilization, budgeting, and cost management.
- Proven ability to lead large-scale operational improvement or business transformation initiatives.
- Strong experience managing complex customer issues and working across technical and commercial organizations.
- Demonstrated ability to influence and align senior leaders across functional and organizational boundaries.
- Strong analytical, business, financial, and problem-solving capabilities.
- Excellent executive communication and stakeholder-management skills.
Preferred- Advanced degree in Engineering, Business, Operations, or a related discipline.
- Experience supporting semiconductor capital equipment in high-volume manufacturing environments.
- Experience with Lean, Six Sigma, or other structured continuous-improvement methodologies.
- Experience with service analytics, digital service capabilities, automation, and data-driven performance management.
Compensation & Growth• Base Salary Range:
$167,280.00 - $250,920.00, offered in good faith and based on experience, location, and qualifications.
- Additional Rewards: Annual bonus opportunities and potential long-term incentives tied to both company and individual success.
