Manager of Product Support

JOB DESCRIPTION

• Contract and Pricing Management : Develop and manage field service contracts, ensuring they are aligned with company policies and profitability targets. Negotiate pricing, terms, and conditions with customers, suppliers, and subcontractors. Monitor contract compliance, ensuring service level agreements are met.

• Financial Oversight : Manage the financial performance of field service operations, including budgeting, forecasting, and cost control. Analyze financial data to identify areas for improvement in service delivery and profitability. Prepare and present regular financial reports to senior management.

• Customer Relationship Management : Build and maintain strong relationships with key customers, ensuring high levels of satisfaction and retention. Address and resolve any commercial or service-related issues that arise. Collaborate with the sales team to identify opportunities for upselling or cross-selling additional services.

• Service Delivery Optimization: Monitor and improve service delivery processes, ensuring efficient use of resources and optimal customer outcomes. Work closely with field service technicians and managers to address operational challenges. Ensure the right balance between service quality and cost efficiency.

• Team Leadership and Coordination : Lead a team of commercial and field service professionals, providing direction, guidance, and performance management. Coordinate with cross-functional teams (operations, sales, finance, HR) to ensure smooth service delivery. Provide training and support to the team on commercial and operational best practices.

• Compliance and Risk Management : Ensure compliance with legal, regulatory, and company standards in all field service activities. Identify and mitigate commercial risks, including contractual disputes or service delivery issues.

• Market and Competitor Analysis: Keep abreast of industry trends, market conditions, and competitor activities to inform commercial strategies. Propose adjustments to pricing, services, or contracts based on market intelligence.

• Domestic and International business travel is a requirement of this position – up to 40% travel to overseas locations and customers is anticipated.

REQUIRED SKILLS AND EXPERIENCE

• Semiconductor industry experience

• Bachelor's degree in Business, Engineering, or a related field (Master’s degree or relevant certifications preferred) or MBA with an experience in technology support management.

• Minimum 5-7 years in a commercial management role, preferably within field service, operations, or a related industry. (Semiconductor equipment market is preferred.)

• Excellent communication, negotiation, financial management, analytical abilities, presentation, documentation and interpersonal skills.

• Proficiency in contract management and commercial tools.

• Leadership and team management experience.

• Ability to handle complex situations with a customer-focused approach.

• Fluency in an international language, specifically in English and Mandarin are required.

NICE TO HAVE SKILLS AND EXPERIENCE

• Familiarity with international labor laws would be helpful