全职 Field Service Manager 工作, 薪水, AEM Pulau Pinang 公司招聘中 - Ricebowl

Job Summary:

• Responsible for the overall direction, coordination, control, profitability, and oversight for AEM field service engineering operations for the sites assigned to this role.
• Ensuring consistency with company strategy, commitments, and customer satisfaction. Applies engineering principles and practices to ensure product and service quality.
• Performs various managerial reporting tasks related to operating the location and reporting results to AEM Corporate as requested.
• Effective employee and customer communication is a key part of this role. Must be able to successfully direct multiple projects in various locations with limited resources.
• The Service Manager is responsible for maintaining positive relations and engagement with our customers and leading the service team.

Responsibilities:

• Planning, executing, and directing the installation, operation, maintenance, or repair of semiconductor testing equipment at the customer site when required, while ensuring that systems meet requirements.
• Attend engineering meetings to stay abreast of CIP’s, upgrades, and changes.
• Confer with engineers, customers, or other personnel to implement operating procedures, resolve system malfunctions, or provide technical information.
• Define project tasks, resource requirements and facilitate the definition of project scope, goals, and deliverables.
• Develop full scale operational support plans.
• Estimate costs for the Director to submit bids for various ongoing field service engineering projects.
• Investigate equipment failures or difficulties to diagnose faulty operation and recommend remedial actions.
• Analyze system components to ensure conformance with engineering design, performance specifications, or environmental regulations.
• Provide feedback to design engineers on customer problems or needs.
• Provide technical customer service
• Implement and manage project changes and interventions to achieve installation and service outputs.
• Provide post-sales support and act as a lead on support, escalations, CIP’s, training, and documentation.
• Establish safety procedures, to maintain machines or equipment in the prescribed condition while ensuring all duties are carried out with Safety first while adhering to AEMs safety protocols.
• Develop tracking matrix to improve tool reliability, solicit new business by recommending upgrades/ CIPs.
• Manage global escalations and training while meeting set KPI targets.
• Manage individual performance, technical and skills development.
• Encourage open communication between team members, suggesting and driving forward ideas about how the team can work more effectively together.
• Review daily priorities, monitor, and take appropriate action to ensure results are achieved.
• Liaison with the internal departments including sales, product management, operations, and logistics.
• Ensure high quality, up-to-date documentation exists for all service arrangements.
• Track project deliverables using appropriate tools.
• Any other tasks, projects or assignments required by upper management to ensure meeting OKRs for the department.

Requirements:

• Bachelor's Degree in Mechanical Engineering or similar discipline and 8 years of related experience, or Associates degree and 12 years of related experience or comparable combination of training and experience.
• 5+ Years of management and or Supervisory experience leading and developing a support team in a managed service environment.
• Knowledge and experience in troubleshooting and repair of electronic, electromechanical mechanical and fluid handling systems.
• Read and interpret blueprints, technical drawings, schematics, or computer-generated reports.
• Previous experience in supporting semi-conductor automated equipment required.
• Experienced and conversant in-Service Level Agreements and Operational Schedules.
• Ability to identify Business Development opportunities.
• Ability to develop effective relationships internally at a variety of levels and work closely with commercial departments such as sales and product management.
• Experience of driving change initiatives in a service environment.
• Experience improving and developing the knowledge & skills of others.
• Supervisory responsibilities: able to hires and trains Field Service Engineering team and support staff. Oversees the daily workflow and schedules of the department. Conducts performance evaluations that are timely and constructive. Handles discipline and termination of employees with direction from Human resources and in accordance with company policy.
• This job operates in a professional office environment and in field service engineering environment at customer locations.
• Physical demands: Must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or listen. The physical demands for this position are light to moderate. This position requires standing and walking for extensive periods of time.
• This position requires the ability to travel.