Sr. Manager Field Service

The Field Service/Customer Support Sr. Manager is responsible for leading customer-facing support teams across multiple territories, to ensure exceptional service delivery, customer satisfaction, and operational excellence. This role oversees support operations, drives continuous improvement initiatives, manages escalations, and ensures compliance with company policies and customer requirements across all service environments.

• Lead Customer Support Operations:
• Manage and oversee teams providing technical and service support to customers, ensuring timely resolution of issues and high-quality service delivery.
• Manage Customer Escalations:
• Lead customer escalations and task forces, driving rapid resolution and maintaining strong customer relationships.
• Identify opportunities for improvement in support processes, systems, and team capabilities; implement changes to enhance efficiency and service quality.
• Ensure Compliance and Best Practices:
• Monitor adherence to company policies, customer requirements, and applicable safety, quality, and operational standards.
• Support Training and Development:
• Develop and deliver training programs to ensure team members remain up to date on tools, processes, and customer expectations.
• Maintain Records and Reporting:
• Ensure accurate documentation of support activities, incidents, and performance metrics; provide reports to management and customers as needed.
• Lead Projects and Initiatives:
• Plan, manage, and execute projects related to customer support, service delivery, and process improvements.
• Build Strong Customer Relationships:
• Establish trust and maintain strong working relationships with customers, partners, and internal stakeholders.
• Team Leadership and Mentoring:
• Provide guidance, coaching, and mentoring to support staff to enhance performance and professional development.
• Operational Oversight:
• Ensure proper resource and spare parts planning, coordination of service activities, managing onsite spares inventory, and alignment with contractual and business requirements.
• Professional Representation:
• Represent the company in customer interactions, maintaining high standards of professionalism and ensuring customer satisfaction.
• Additional Responsibilities:
• Perform other duties as assigned by management.

• Lead team and customer meetings.
• Support cross-functional collaboration across service, R&D, engineering, and operations teams.
• Provide on-site or remote guidance to customers, subcontractors, and internal teams.
• Promote a culture of customer focus, accountability, and continuous improvement.

• Bachelor's or Associate degree in Business, Engineering, or a related field with 5+ years of relevant experience, or 8+ years of direct experience without a degree.
• Proven experience in customer support, service operations, or technical service management.
• Strong leadership and team management experience.
• Experience working in customer-facing environments, preferably within semiconductor or high-tech industries.
• Proficiency in Microsoft Office Suite and data analysis tools.
• Strong problem-solving, communication, and organizational skills.
• Ability to manage multiple priorities with high attention to detail and accuracy.
• Experience working in cleanroom environments and adherence to safety and customer site requirements is a plus.
• Ability to travel up to 50% domestically and internationally; valid passport required.
• Must have valid work authorization in the United States.

• Experience managing global or multi-site customer support teams
• Background in semiconductor equipment or capital equipment service
• Additional language skills (e.g., Mandarin, Korean, French) are a plus
• Customer Focus and Relationship Management