Service Manager (Hsinchu)_SMS

This position is responsible for service operation of SBU SMS products in Hsinchu, Taiwan:

• Assist the Head of Service to develop mid-to-long-term people and organizational strategies with goal of transforming SMS Taiwan service team into mature semiconductor equipment service team in 2 years.
• Assist Head of Service to execute above strategies inline with the need of future business growth, ensure the achievement of operational efficiency.
• Manage multiple service teams to fulfill day-in-day-out customer demand.
• Direct team leaders, service managers to foster a culture of accountability, and maintain high employee morale through motivation and coaching.
• Work closely with HQ RnD/service team to prioritize resources to address customer demand.
• Find balance between customer satisfaction and cost (both materials and people).

【Main tasks】

• Assist Head of Service to work on people and strategic topics. Dotted line to Head of Head of SMS Taiwan.
• Supervise multiple teams of Field Service Engineers that provide high quality service capability plus maintain a safe work environment.
• Ensure the successful operation of ZEISS SMS tools on the customer site.
• Set priorities to maximize equipment utilization and customer satisfaction.
• Supervise onsite equipment installations, retrofits and system maintenance.
• Coordinate staffing for start-up, warranty, paid service, and service contract activities.
• Improves customer service quality results by studying, evaluating, and re-designing processes, establishing and communicating.
• Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
• Grow service team by bench marking with peers and assigning training programs – both hard and soft-skills.
• Cross-department collaboration such as with sales, Apps/BD, SCM and EHS team when needed.
• Plan, report, attend and lead meetings to facilitate coordination of important issues, including daily and weekly priorities.
• Retrieve, compile, and report equipment performance indicators to both customer and ZEISS management.