SERVICE MANAGER II - CFA

SUMMARY

Manage a team(s) of employees for assigned customer’s facilities. In charge of supporting alignment of assigned personnel ensuring organizational goals and objectives are met. Flexible, detail-oriented, and ability to multi-task.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

General

• Assure adherence to service and customer site safety procedures.
• Responsible for service execution and deliverables including assuring a safe, quality and professional work environment.
• Support assigned customer escalations, extra support outside of normal scope and installation support.
• Manage internal site management documents (fab reports, billing matrices, reviews, goals, headcount models, quotes, and assigned projects).
• Determine, identify near and long-term sustaining revenue potential.
• Support sustaining contractual obligations and regional budget.
• Support and implement service strategies in an effort to maintain and extend local sustaining contracts.
• Actively involved in regional contract negotiations and critical sustaining services situations.
• Insure all assigned personnel complete internal company requests and requirements (training, HR admin, safety)
• Develop and implement a successful career path for all assigned sustaining service personnel.
• Make recommendations for CPA, sustaining contractual obligations and regional budget.
• Use KPIs to monitor performance and identify areas to address and be able to extract data and use it for analysis.

Leadership

• Manage Murata service teams. Provide advice, guidance, and leadership to team members.
• Facilitate team communications and set expectations, roles, and responsibilities.
• Support and coordinate training, team development, and coaching to build their technical, safety, quality, and interpersonal skill sets

MANAGEMENT RESPONSIBILITIES

Directly manage maintenance technicians at customer sites. Carry out management responsibilities in accordance with the organization's policies and applicable laws. Responsible for interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

EDUCATION and/or EXPERIENCE

Associate degree in related field or other engineering discipline preferred. Technical School or Military Certification is acceptable. Minimum of 5 years of technical field service experience in the semiconductor industry or equivalent combination of education and experience. Minimum of one year of supervisory or management experience.

LANGUAGE SKILLS

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and technical procedures or operation manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. Excellent oral and written communication skills (English language or language of country employed).

MATHEMATICAL SKILLS

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

REASONING ABILITY

Excellent judgment and analytical capabilities. Ability to use standard statistical analysis methodologies. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

OTHER SKILLS AND ABILITIES

• Flexible, detail-oriented, and ability to multi-task.
• Ability to work in a team environment and be a team player.
• Excellent customer satisfaction skills.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Ability to use Microsoft office programs (including Excel and MS Project)
• Excellent verbal and written communication skills.
• Must have excellent organization and customer relation skills.
• Excellent judgment and analytical capabilities.
• Ability to demonstrate/facilitate problem solving on issues with multiple stakeholders.

TRAVEL

This position requires up to 20% travel to customer site (travels may include overseas sites). A valid driver’s license and good driving record are required.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand; use hands to finger, handle or feel objects, tools, or controls; reach with hands and arms; and talk or hear. The employee frequently is required to walk. The employee is required to sit for long periods of time. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Equal Opportunity Employer, including Veterans and Individuals with Disabilities