Service Manager - Senior

 

The Company

FEI Company is a leading supplier of Tools for Nanotech? enabling research, development and manufacture of products at the Nanoscale. Our range of industry-leading focused ion and electron beam hardware and software products are delivered to three primary Nanotechnology markets: NanoElectronics, NanoResearch and NanoBiology. With R&D centers in North America and Europe, and sales and service operations in more the 40 countries around the world, FEI is bringing the Nanoscale within the grasp of leading researchers and manufacturers and helping to turn some of the biggest ideas of the this century into reality.

FEI Company is a publicly held company with over 1700 employees worldwide. At FEI Company we are committed to our employees and to diversity and innovation in the workplace.The Mission

 

The WW Service organization at FEI is committed to delivering a world-class customer experience from install through ongoing customer support.  The Senior Manager Service will provide highly visible customer support to a key strategic account in FEI?s NanoElectronics (i.e., Semiconductor, Data Storage, MEMS) market area. This position is responsible to ensure effective on-site installation, maintenance and repair of complex capital equipment for lab and fab applications.

 

 

The Position

 

Reporting to the SVP of WW Customer Service, the Senior Manager Service will be responsible for three primary deliverables:  1) Manage a World Wide service organization that supports a key customer, 2) Manage the delivery of service on a world wide basis by partnering with local SSD?s, and 3) Define and deliver global service process controls (i.e., metrics, reporting, standards) for this progressive customer on a world wide basis, ensuring coordination with the world wide NanoElectronics service team.  In this position, you will work closely with the NanoElectronics business unit, the strategic sales team and the worldwide service management team.

 

Specific deliverables associated with this opportunity include:

 

Strategies for effective support of a key customer are developed, agreed and executed.

 

Customer satisfaction is maintained at high levels when compared to relevant competitors.

 

Required resourcing levels are understood and achieved.

 

Appropriate service account management (site management) capabilities are established at each customer site, together with required technical skills.

 

Service revenues and costs are maintained with business plan/budgetary requirements.

 

Key reporting and metrics are set up and maintained for each site and product in accordance with customer and FEI requirements.

 

Through the Technical Support Group (TSG), push for product quality and reliability improvements as indicated by data derived from site activity.

 

Represent FEI company and service as a senior manager with this key customer.

 

 

Position Requirements

 

The successful applicant for this position will possess the following combination of education and experience:

 

Bachelor?s degree or equivalent in a related field.

 

10+ years of relevant professional experience within the semiconductor or related industry.

 

6-8 years of relevant experience in servicing semiconductor capital equipment and customers (or, related technology).

 

3-5 years experience managing/leading service organizations within a medium ? large scale company, providing support to semiconductor or related customer base.

 

Exceptional verbal and written communication skills are required.

 

Demonstrated ability to work with cross-functional teams at all levels from individual contributors to executives.

 

Prior experience with international customers essential.

 

Superior influencing and leadership skills.  Demonstrated ability to influence change based on collaboration.

 

Demonstrated ability to drive change within organizations by implementing new processes and ways of working as business conditions change.

 

Strong business management skills.  Must demonstrate proficiency with business cases, contracts and negotiation, etc.

 

This position requires significant travel.  Must have the ability to obtain a valid passport and travel internationally as required.

 

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