Field Service Manager (Regional)
EW ELITE SEARCH PTE. LTD.
Key Responsibilities
- Team Leadership: Manage, mentor, and schedule a team of site-based and regional Field Service Engineers (FSEs) to ensure 24/7 fab support coverage.
- Escalation Management: Serve as the primary point of contact for critical technical issues; coordinate with R&D, manufacturing, and customer fab management to resolve tool downs swiftly.
- Operations & KPIs: Drive key performance indicators including Mean Time to Repair (MTTR), Mean Time Between Failures (MTBF), and customer satisfaction scores.
- Project Delivery: Oversee complex tool installations, qualifications, retrofits, and software/hardware upgrades at customer sites.
- Account Strategy: Partner with sales and product managers to identify customer pain points, negotiate service level agreements (SLAs), and promote service contract renewals.
Required Qualifications
- Education: Degree in Engineering, Electronics, Physics, or equivalent technical/military experience.
- Experience: 5+ years supporting capital equipment in a semiconductor fab environment, with 2+ years in a supervisory or management role.
- Technical Knowledge: Strong understanding of semiconductor manufacturing processes and complex mechatronic/optical systems (e.g., lithography, etch, CVD, die-bonding, or inspection tools).