Bachelor's degree in Engineering, Business, Operations Management, or related field, or equivalent experience.
Significant leadership experience in service operations or related fields within complex capital-equipment industries.
Proven track record managing large, geographically distributed technical/service teams.
Experience with operational and financial KPIs in complex service operations.
Strong skills in workforce planning, budgeting, and cost management.
Demonstrated ability to lead large-scale operational improvements or transformations.
Excellent communication and stakeholder management skills.
Responsibilities
Develop and execute the Service Operations strategy aligned with business priorities.
Establish processes and performance expectations for scalable service execution.
Translate business forecasts into operational plans for service capacity.
Anticipate operational risks and ensure organizational readiness.
Define and improve key service performance indicators continuously.
Ensure timely reporting of service performance and identify improvement opportunities.
Lead organizational change related to new processes and technologies.
Benefits
Annual bonus opportunities and potential long-term incentives tied to company and individual success.
Full Job Description
Job Summary & Responsibilities
Key Responsibilities
Service 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.
Qualifications
Qualifications
Required
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.
