Regional Service Manager, North America

Apply

Description

Position Summary

The Regional Service Manager, North America leads field service and technical support operations across the region. This role owns service execution, team leadership, customer escalation management, and regional resource coordination in support of Shellback Semiconductor Technology systems installed at customer sites. The position works across Engineering, Manufacturing, Quality, Product Management, Customer Service, and Sales to deliver safe, timely, and professional support.

Location/Travel

Ideally near Coopersburg, PA; remote within the U.S. considered. Travel approximately 40–60% across the U.S. and North America

Key Responsibilities

• Lead and manage day-to-day field service operations across North America.
• Direct and develop a team of Field Service Engineers, including coaching, performance management, workload balancing, and skills development.
• Serve as the primary escalation point for critical customer service issues within the region.
• Drive timely execution of system installations, upgrades, troubleshooting, repair activities, and preventive maintenance support.
• Coordinate regional service scheduling and resource deployment based on business priorities, customer commitments, and FSEs availability.
• Collaborate with the other Service managers from EMEA and APAC regions to share resources and provide cross-training options
• Support preparation and review of service quotations, paid service proposals, and service contract opportunities.
• Maintain close engagement with key customer accounts to support service quality, communication, and issue resolution.
• Partner with Engineering, Manufacturing, and Quality to address field issues and drive corrective action and product improvement.
• Promote disciplined service reporting, documentation quality, and compliance with internal processes and customer site requirements.
• Monitor regional performance and provide regular reporting on service activity, team utilization, escalation status, and customer impact.
• Travel to customer sites to engage with the customer and address any concerns related to the FS activities and possible future contract or service needs.
  
  

Requirements

Primary Competencies

• Leadership presence with the ability to manage a geographically dispersed technical team.
• Strong customer judgment and professionalism in high-pressure service environments.
• Ability to work independently with minimal supervision.
• Planning and coordination skills across multiple open service events and competing priorities.
• Troubleshooting foundation in electromechanical, controls, and system-level service environments.
• Clear written and verbal communication with customers, internal teams, and executive leadership.
• Provide standardized test and installation forms for system installations.
• Submit all required reports accurately and on time in accordance with company policies.
• Sound decision-making, accountability, and follow-through.
• Ability to lead through urgency, ambiguity, and changing field conditions.
• Ability to create, modify and improve existing tracking documentation and presentations using Excel, Word, SharePoint and PowerPoint
  
  

Qualifications

• Minimum 5-7 years of experience in semiconductor capital equipment service, technical support, or customer-facing equipment operations.
• Minimum 3 years of direct people leadership, supervisory, or regional service coordination experience.
• Demonstrated success managing customer escalations and resolving complex technical and service-related issues.
• Proven ability to lead field teams across multiple sites and priorities in a fast-paced service environment.
• Strong organizational skills and the ability to manage service execution, customer communication, and internal coordination at the same time.
• Experience supporting paid service, service contracts, quotations, or aftermarket service activities is preferred.
• Experience working cross-functionally with Engineering, Manufacturing, Quality, and commercial teams.
• Strong proficiency in Microsoft Office and familiarity with ERP, CRM, or service reporting systems.
  
  

Education

• Bachelor’s degree in Electrical Engineering, Mechanical Engineering, or related technical field preferred.
• Technical degree or equivalent military or Industry training combined with significant semiconductor field service leadership experience may be considered in lieu of a four-year degree.