Global Field Services Director

Job Title:

Global Field Services Director

Job Description:

The Role:

We are seeking a Global Field Services Director to join our team. This role leads global field service delivery through regional/service leaders to deliver safe, scalable, and high-performing on-site service in semiconductor fab environments. The Director translates business strategy into a global service operating model, sets multi-year targets, and is accountable for performance, customer outcomes, and budget across regions.

• Direct the global field service strategy and operating model for a semiconductor installed base through regional/service leaders.
• Establish global and regional objectives and scorecards and lead standardized operating reviews to drive execution.
• Partner with Business Units, Product/Service Product Management, Sales/Key Account teams, Quality, Engineering, Operations and Supply Chain to align priorities, govern escalations, and close systemic issues impacting customers.
• Own the service commercial rhythm with regional leaders to grow profitable service revenue while improving customer outcomes.
• Drive global parts/spares strategy and planning in partnership with Operations to support fab uptime commitments.
• Ensure field readiness for new product introductions and changes (service plans, training/certification, tools, documentation, safety/cleanroom protocols, design for service feedback into design).
• Establish global training, qualification, and knowledge-sharing standards (playbooks, technical forums, lessons learned) to enable consistent execution across regions and shifts.
• Develop organizational capability by leading and developing leaders; build succession plans, strengthen performance management, and scale best practices across regions.
• Drive operational excellence using standard methods (lean/CI) and a global KPI framework; identify systemic constraints and execute cross-functional improvements that reduce downtime and improve customer experience.
• Ensure governance for service management systems, including data integrity, compliance to required processes, and adoption across regions.
• Own the voice-of-customer loop for services; translate field and key account insights into corrective actions, service playbook updates, and product/serviceability improvements.
• Create a culture focused on lean practices to maximize service delivery efficiency and responsiveness.
• Lead strategic and tactical planning for the field services organization.
• Create measurable and realistic global and regional performance targets in conjunction with service leadership and regional sales teams.
• Provide resource planning including headcount, budgeting and inventory consistent with overall growth and regional objectives.
• Interface with service product management and BU leadership to develop field requirements and implementation plans for new services and products.
• Support the escalation process for customer issues.
• Monitor and drive improvements in escalation response and resolution time.
• Provide leadership in resolving high priority or ongoing escalations, communicating with QA, engineering, manufacturing and BU leadership as required.
• Present voice of customer feedback to business units and operations on product quality, delivery and performance issues.
• Align with global EHS organization to continually monitor and improve safety practices.

• Bachelor's degree required (Engineering, Operations, or related); advanced degree preferred or equivalent experience.
• 10+ years of progressive leadership in field service/service operations for semiconductor capital equipment, sub-fab systems, or mission‑critical fab support (including leading managers/leaders across regions).
• Strong operating discipline with service systems of record (ERP/CRM/service management), installed base data, and analytics/dashboarding to manage performance at scale.
• Demonstrated ability to lead across cultures and geographies and communicate effectively with executive stakeholders, key accounts, and internal cross‑functional partners.
• Service-commercial acumen: experience influencing/owning budgets, forecasting, and service contract strategy () and partnering with…