Sr. Manager, Strategic Global Field Service (32581)

## Description

**POSITION SUMMARY**

Under limited supervision, the Sr. Manager, Strategic Global Field Service will lead SED Field Service operations for the Micron strategic account across U.S. and international sites. Responsible for service delivery, P&L performance, parts strategy, workforce management, equipment performance, and customer satisfaction. Drives operational consistency, equipment availability, service profitability, and long-term customer relationships through effective team leadership and cross-functional collaboration. Requires up to 40% travel based on business and customer needs.

**ESSENTIAL FUNCTIONS**

• Manage and coordinate all Service-related activities for Micron Field Service. (Essential)
• Strategically manage parts (PM & non-consumables) for systemic execution across all regions. Collect, survey, and review strategies for placement and stocking to ensure maximum machine availability at customer sites. (Essential)
• P&L responsibility for each site (including establishing revenue plans, negotiating service contracts, budgets, managing cost models, etc.) (Essential)
• Build a robust SED service group by allocating proper personnel and resources. (Essential)
• Improve Feidl Service Engineers and Field Service Technician performance to achieve tool specification goal. (Availability, Technical SPEC, Workmanship). (Essential)
• Develop and implement strategies necessary to ensure customer awareness of Ebara product(s) and their capabilities; thus, ensuring customer ownership satisfaction. (Essential)
• Interfaces directly with customers to address Ebara-related performance issues and drive quick resolution. (Essential)
• Coordinates with other Ebara departments for a quick resolution to issues that have caused customer dissatisfaction. (Essential).
• Monitors trends and customer actions and takes steps to increase customer retention while enhancing the overall effectiveness of the field service team. (Essential)
• Responsible for managing SED service personnel, ensuring compliance with standard operating procedures, safety protocols, and customer procedures. (Essential)
• Supervises field service personnel who require the ability to communicate effectively. Assists in personnel-related functions including, but not limited to, hiring, performance appraisals, approval of timecards, and time off schedules. (Essential)
• Will serve as customer contact on customer support and service-related problems. (Essential)
• Maintains a clean and safe working environment compliant with EBARA safety policies. (Essential)
• Complies with EBARA’s safety policies, including participation in and completion of all required safety training.
• Performs other duties as assigned. (Non-Essential)

## Qualifications
**POSITION QUALIFICATIONS**
**Competency Statement(s)**

• The ability to perform the identified essential functions of the classification, including operating any machinery and/or equipment associated with those functions.
• The ability to perform the essential functions of the position in a demanding and dynamic environment.
• The ability to perform the essential functions of the position without posing a direct threat of harm to him/herself, others or property.
• The ability to adhere to EBARA personnel policies and practices, including the attendance and punctuality requirements.
• The ability to work well under pressure, meet multiple and sometimes competing deadlines, and at all times demonstrate cooperative behavior with colleagues and supervisors.

**Education**

• Bachelor’s degree in a science or engineering discipline or equivalent experience.

**Experience**

• Ten (10) or more years of work-related experience, preferably in the semiconductor or related industry.
• Five (5) or more years of supervisory experience.
• Working knowledge of CMP Products
• Working knowledge of principles of vacuum technology/abatement.
• Strong Customer Relations skills.

**SKILLS & ABILITIES**

• Working knowledge of MS Office products including Excel, Word, Outlook, and PowerPoint.
• Strong relationship-building skills with the ability to collaborate and work effectively with internal colleagues
• and customer.
• Self-starter with the ability to work independently, and the aptitude to learn quickly.
• Ability to work in a dynamic and team-oriented environment.
• Ability to present and solidify products, team strategy, and direction.
• Analytical skills, problem-solving, and leadership skills
• Strong organizational skills.
• Strong verbal and written communication skills.