DescriptionOur Global Business Group at Nova is looking for a Service Site Leader who is a self-starter, has a positive attitude, is a leader who can support and supervise a team of service engineers and support our customer.
Pay Range: $120,000- $148,000 Annually (DOE)
Role Responsibilities- Lead the overall performance of the account, ensuring delivery of service business targets.
- Drive execution of service contracts and contribute to the development and implementation of the account's service business strategy.
- Identify and promote value-added service products and upgrades across the installed base.
- Manage a service team of 5 engineers
- Assess skill gaps and implement training programs to build team capabilities.
- Provide coaching, guidance, and motivation to foster continuous improvement in customer satisfaction and team performance.
- Act as the primary owner of Level 1 and Level 2 service escalations, ensuring timely resolution of technical and process issues.
- Collaborate with Service and Division teams to provide direction and support for complex problem-solving.
- Maintain strong and transparent communication with customers, tracking escalations to closure.
- Deliver warranty and service support in accordance with Nova's agreements with end users.
- Plan and oversee resource allocation for new tool installations.
- Ensure availability and accuracy of warehouse and local parts inventory to support uninterrupted service operations.
- Lead the sharing of Best Known Methods (BKMs) across local and global service teams to strengthen operational efficiency and consistency.
Requirements- 5-8 years semiconductor cleanroom experience (team lead experience preferred).
- 3 years team lead experience.
- Good understanding of fab service requirements, procedures, and protocols.
- Ability to define and achieve targets to improve customer satisfaction.
- Excellent interpersonal and communication skills.
- Ability to handle stressful situation and lead a team to overcome challenges.
- Travel: 15-20%
