What are the responsibilities and job description for the Sr. Manager, Service - AZ or OR position at SCREEN SPE USA?
Job Summary:
The Senior Service Manager is a mid‑level leadership role responsible for directing regional managers and field service teams that support assigned customers. This position oversees all aspects of field service operations, including customer satisfaction, equipment performance, safety, financial results, and employee development, ensuring compliance with both customer requirements and SCREEN Semiconductor corporate policies and standards. Reports to the Senior Vice President of Field Operations.
The role serves as the primary operational liaison between customers, U.S. service organizations, corporate headquarters in Japan, and cross‑functional internal / international teams. Through this coordination, the Senior Service Manager ensures consistent execution, alignment, and overall company success. Location: Hillsboro, OR or Chandler, AZ. Salary Range: $195,000 - $215,000
Essential Job Duties & Responsibilities:
Customer Relationship Management:
Serve as the primary service liaison between SCREEN SPE USA and customers.
Build and maintain strong (mid / upper) management-level relationships with customer stakeholders.
Ensure alignment with the customer’s strategic goals, roadmaps, and operational expectations.
Effectively manage escalations, high‑pressure situations, and complex service challenges, ensuring positive outcomes.
Service Operations Leadership:
Lead a cross-functional team of field service engineers, technical support staff, and service managers across multiple U.S. locations.
Oversee all aspects of service delivery, tool performance installation, uptime and service quality while ensuring compliance with both customer systems and SCREEN’ internal systems, processes, and reporting requirements.
Lead end-to-end service delivery, ensuring optimal tool installation, performance, uptime, and service quality in compliance with customer and SCREEN internal systems, processes, and reporting standards.
Ensure operational KPIs (uptime, PM compliance, etc.) meet or exceed contractual obligations.
Strategic Planning & Execution:
Develop and execute long-term service strategies tailored to the customer’s evolving technology and capacity roadmap.
Collaborate with internal teams (Engineering, Product, Sales and operations) to align service capabilities with customer needs and overall company success.
Drive initiatives to improve service efficiency, cost-effectiveness, and customer satisfaction.
Team Development & Leadership:
Mentor and develop service managers and engineers to build a high-performing, professional, customer-focused team.
Provide performance feedback on a regular basis.
Foster a culture of accountability, exceptional safety, and continuous learning.
Act as a visible role model for safe behavior.
Model and enforce adherence to all company policies, HR guidelines and customer site protocols.
Financial & Contract Management:
Manage service budgets, forecasts, and cost controls for the customer’s account.
Oversee service contract negotiations, renewals, and compliance that align with corporate goals and global long-term strategies.
Identify opportunities for service revenue growth (e.g., upgrades, extended warranties, and training).
Provide regular updates to SCREEN SPE USA leadership on financial account performance, risks, and opportunities.
Work closely with SCREEN Semiconductor headquarters in Japan, ensuring smooth communication, cultural alignment, and coordinated decision‑making.
Job Requirements:
Deep knowledge of the semiconductor industry, including equipment and processes, with a proven ability to align teams and deliver against customer expectations.
Exceptional communication, negotiation, and interpersonal skills that exhibit a strong work ethic, and high moral standards.
Familiarity with the customer’s operational culture and technical roadmap.
Proven success managing large-scale customer accounts (Tier-1 semiconductor manufacturers).
Ability to travel frequently ~ 25-50% (domestic and international).
Must have a valid passport and REAL ID for immediate travel.
Education & Experience:
Bachelor’s degree in engineering, electronics, or related field or equivalent experience (i.e. military). MBA preferred.
Minimum of 5 years of direct management experience; 3 plus years of middle-management experience is preferred.
Demonstrated success leading multi-site service or technical teams.
Experience working with global teams; ability to collaborate effectively with Japanese corporate leadership.
*Physical Requirements:
Ability to move freely in cleanroom environments and manufacturing facilities.
Occasionally lift and carry equipment or parts weighing up to 35 pounds.
Ability to stand, walk, bend, and kneel.
Work in cleanroom settings with strict contamination controls.
*These requirements ensure the Senior Service Manager can support their team effectively and understand the physical demands of the roles they oversee.
Salary : $195,000 - $215,000