Manager, Field Services

Job Title:

Manager, Field Services

Job Description:

The Role: 

The Regional Field Service Manager provides leadership and direction for the field service operations team within a defined geographic region.  They ensure a high level of regional customer satisfaction with the delivery of service and support including installations, upgrades, maintenance, and repairs.  They are required to meet regional performance objectives including customer satisfaction, service revenue, budgetary expenses, inventory management, contractual obligations, and other items related to the delivery of service within the region.  They are directly involved with escalations and customer issues and complaints that require global resources to resolve. 

In this role you will: 

• Lead, develop and train a regional field service engineering team with a focus on aligning talent to the Entegris PACE values and current and future business strategy. 

• Forecast and manage headcount, operational and expense plan for the region, consistent with the overall service strategy and organizational goals.   

• Deliver best in class service supporting the portfolio of service offerings to drive true value and differentiation in the market.  Create, customize, and price service products as required to address regional customer needs. 

• Work with regional sales teams to identify customer opportunities for selling service products and upgrades including developing quotations for product specific service offerings.  

• Work with local customer service teams to ensure timely delivery of quotations and invoices for all service activity. 

• Develop metrics to monitor customer call resolution time and manage staff to improve problem resolution time, training effectiveness, and minimize travel requirements. 

• Manage local inventory to provide spare parts for repair and maintenance in a time frame to meet customer expectations.  Monitor stocking levels to meet objectives for overall inventory value and turns. 

• Coordinate with customer service and procurement to expedite delivery of parts when required to meet customer expectations for warranty and contract services. 

• Promote and support the sales of service contracts including warranty conversions and renewals.  Develop and deliver a process for monitoring and increasing contract attachment rates.   

• Oversee customer contract process and ensure contracts meet appropriate revenue and margin goals. 

• Lead and execute a process that develops and maintains regional install base records including start-up dates, warranty end dates, configuration details, and service contract information within the service system of record. 

• Ensure the accurate and timely capture and reporting of service activities for accounting, performance, and product quality analysis. 

• Develop, monitor, and report on organizational KPIs.  Create and deliver strategies to meet targets. 

• Support regional customer escalations for technical support, problem diagnosis, parts identification, and on-site service. 

• Lead kaizen activities to drive a continuous improvement culture between front line service associates, senior management, and executive level on matters concerning operational or commercial targets. 

• Drive a safety culture and ensure compliance with applicable internal and customer EHS policies and procedures. 

Traits we believe make a strong candidate: 

• Experience directly managing field service technical teams, preferably including remote locations. 

• Good sales and negotiation skills and experience working with sales and marketing teams to identify, promote and upsell products and services. 

• Strong written and verbal communication skills including experience communicating across disperse geographical regions. 

• Excellent customer management skills including active listening, problem solving, conflict resolution and negotiation. 

• Experience in strategy creation and implementation 

• Demonstrated vision for change management and continuous improvement 

• Experience with lean concepts 

• Experience in recruitment, development, hiring and firing of personnel 

• Ability to accurately assess key business metrics and situations 

• Knowledge of global service operations, metrics, and commercial organizational dynamics. 

• Semiconductor industry knowledge and experience desirable. 

• Valid Passport required (to travel at various sites out of the US), and valid Class C driver’s license.   

Your success will be measured by: 

• Achieving the best possible outcome with integrity and collaborative leadership and building a cohesive team  

• Taking responsibility for self and team and delivering to commitments.  Focusing on team success and assuming accountability for team results  

• Effectively utilizing a range of tools and resources to get things done and being open to trying new methods  

• Creating new solutions and inspiring others   

• Establishing a track record of success  

• Executing consistently and finding ways to add new value  

• Your ability to adapt to change and work under pressure while maintaining your safety, quality and efficiency 

• Entegris is a values-driven culture and our employees rally around our core PACE values (People, Accountability, Creativity and Excellence). In this position our expectation is for you to collaborate with People, maintain Accountability of yourself and your tasks and a dedication to Excellence in your performance.