Section Manager, Field Service

The Section Manager, Field Service is responsible for leading and managing a team of Field Service Engineers to deliver exceptional customer support, equipment installation, commissioning, preventive maintenance, troubleshooting, and service operations. The role ensures customer satisfaction, operational excellence, team development, service quality, safety compliance, and achievement of business objectives across assigned customer sites and regions.

Key Responsibilities

Leadership & People Management

• Lead, coach, and develop a team of Field Service Engineers and Site Leads.
• Drive employee engagement, performance management, succession planning, and capability development.
• Establish clear performance expectations and support continuous improvement initiatives.
• Ensure adequate staffing and resource allocation to meet customer and business requirements.

Customer Support & Service Delivery

• Oversee installation, qualification, maintenance, and repair activities for AEM equipment and systems.
• Act as the primary escalation point for critical customer issues and service concerns.
• Build strong customer relationships and ensure high levels of customer satisfaction.
• Drive timely resolution of equipment downtime and service-related issues.

Operational Excellence

• Monitor service KPIs, including response time, equipment uptime, MTTR, customer satisfaction, and service productivity.
• Implement best practices, standard work procedures, and process improvements across service operations.
• Ensure accurate service reporting, documentation, and compliance with customer requirements.
• Drive root cause analysis and corrective actions for recurring technical issues.

Resource & Project Management

• Plan manpower deployment across projects, customer sites, and regions.
• Manage service schedules, travel requirements, and on-call support arrangements.
• Support new product introductions, customer ramp-ups, and strategic service projects.
• Collaborate with Engineering, Applications, Manufacturing, Quality, and Program Management teams.

Financial & Business Management

• Manage field service operational budgets and resource utilization.
• Monitor service costs, productivity, and profitability.
• Support forecasting, headcount planning, and strategic business growth initiatives.
• Identify opportunities for service revenue growth and operational cost optimization.

Safety & Compliance

• Promote a strong safety culture and ensure compliance with AEM, customer, and regulatory requirements.
• Ensure all field personnel maintain necessary certifications and training.
• Lead safety investigations and corrective actions where required.

Requirements

• Bachelor's Degree in Electrical, Electronics, Mechanical, Mechatronics Engineering, or related discipline.
• Minimum 8-10 years of experience in semiconductor equipment, automation, capital equipment, or field service operations.
• At least 3-5 years of people management experience leading technical service teams.
• Strong knowledge of equipment installation, troubleshooting, maintenance, and customer support operations.
• Experience managing global customers and multi-site service teams.
• Strong leadership, communication, stakeholder management, and problem-solving skills.
• Experience in KPI management, resource planning, and continuous improvement initiatives.
• Willingness to travel internationally as required.