Director of Services

LHH Recruitment Solutions has a Director of Service opening for our semiconductor and optoelectronics client in the Moorestown-Lenola, NJ area! This direct hire role allows you to utilize your training and experience in the semiconductor and optoelectronics markets and lead the way for process and procedural operational improvements. You will be a critical component in managing clientele’s experience with the organization as well as overseeing field services and support roles, ensuring all projects meet deadlines and budget. You will be responsible for developing written policies and procedures with collaboration of engineering and quality personnel for maintenance, testing, and troubleshooting. This is a HANDS-ON role, not a delegatory role and will consist of approximately 35%-50% travel, occasionally internationally.

Salary range: $160-180k annually.

RESPONSIBILITIES:

• Build and implement and aggressive strategy for customer support escalation management, and technical support.
• Develop and execute a comprehensive strategy to scale service operations and create new revenue streams through maintenance programs, upgrades, and value-added services.
• Analyze current practices and conduct gap analyses’ identifying areas of improvement that aligns with growth strategies.
• Manage KPIs such as customer satisfaction, installation timeframes, response times, and equipment repairs.
• Research and identify market share opportunities offering expansion opportunities.
• Manage and enhance overall customer experience with the service organization.
• Direct and oversee all field service and technical support operations.
• Develop and implement policies and procedures for on-site installation, testing, maintenance, and troubleshooting.
• Collaborate with the executive team to create and execute a comprehensive service business plan focused on growth.
• Define key business processes, policies, and performance metrics to drive operational excellence.
• Influence and optimize operational and administrative processes in a fast-paced manufacturing, engineering, and R&D environment.
• Partner with management, customers, and strategic partners to identify and capitalize on service opportunities that positively impact the company.

REQUIREMENTS:

• Technical undergraduate degree is required. Advanced engineering or MBA highly preferred.
• Expereince in aggressive growth strategies in the OEM semiconductor space or similar applicable OEM technological industries.
• Very strong business acumen and proven ability to develop and implement business plans in a OEM technological industry.
• Proven ability to consistently meet deadlines and commitments.
• Highly versed in Mean Time Between Failures (MTBF) and Mean Time To Repair (MTTR).
• 12 years of demonstrated experience in the aforementioned.
• Experience with ERP systems - Epicor highly preferred.
• Knowledge of manufacturing methods, materials selection, and fabrication techniques.
• Ability to interpret and utilize detailed engineering drawings, specifications, and documentation.
• Hands-on experience with project management and coordination of design-to-production workflows.

Health insurance, vision insurance, dental insurance and life insurance are offered with this full-time direct hire role.

Equal Opportunity Employer/Veterans/Disabled

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The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state,

and local laws and/or security clearance requirements, including, as applicable:

• The California Fair Chance Act

• Los Angeles City Fair Chance Ordinance

• Los Angeles County Fair Chance Ordinance for Employers

• San Francisco Fair Chance Ordinance