What are the responsibilities and job description for the Manager, Field Service position at Veeco Instruments Inc.?
US - AZ
About Veeco
You probably don't realize it, but what we do at Veeco touches the lives of every person, every day. It's a bold statement, but it's true. From the smartphones in our pockets that access the world's collective knowledge, to the cloud-based services where all that information lives, to high-speed wireless communication and computing power needed to drive artificial intelligence, augmented and virtual reality, gaming and so much more, our technology is all around us.
We design, develop, manufacture, and service highly complex, cutting-edge machines used by our customers to create the essential devices that drive the digital age, connect the world, and improve the human experience. Along with the world's leading technology companies, many of which are household names, we help solve their most difficult material science challenges, enabling technologies for a more connected, sustainable, and convenient world.
We're looking for material difference-makers to join our growing team. Interested? Learn more at www.veeco.com/careers.
Overview:
This person will be responsible for managing installed based performance as well as installations, maintenance, modifications, contract, and billable services for key customer sites. They will ensure prompt and efficient service to all customers in the assigned geographical or customer account area(s) and will be directly responsible for supervising, scheduling, evaluation and mentoring of Field Service Engineers.This role is tactical in nature with 70% or more of time invested in day-to-day operations and activities. The incumbent will spend 30% of their time on strategic issues and planning requirements. Emphasis on building Services Revenue YoY is a key goal of this position.
Responsibilities:
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Direct and oversee field services activities including safety and quality installed base performance at key customer sites.
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Plan and develop policies and procedures for on-site installation, testing, maintenance, and troubleshooting as well as developing methods, guidelines, and policies to facilitate efficientservice delivery.
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Ensure all field service projects are completed within budget/deadline to meet customer needs.
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Oversee the scheduling and training of all aspects for field service representatives including skill level, customer site requirement and company policies.
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Handle service contracts and direct support services to meet all customer contractual obligations and commitments.
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Provide leadership, direction, and continuity in the areas of field service operations, staffing/manpower optimization and forecast data.
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Manage all aspects of recruitment, orientation, training, evaluation, and development of personnel including administrative and expense control monitoring for all service headcount in the area under his/her direction.
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Ensure that customer sites are meeting all standards and metrics with active participation in corrective action programs.
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Maintain and initiate direct contact with customers through daily and weekly on-site meetings to ensure customer satisfaction and ensure all customer issues are satisfactorily resolved.
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Ensure best practices are implemented and shared across all customers within assigned territory. Lead and assist with continuous profitable growth year after year, through innovative solutions delivered in a repeatable, scalable and cost-effective manner.
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Maintain manpower utilization to set targets and time management
Qualifications:
Bachelor's degree in a technical field and a minimum of5years of experience managing operational field service and/or customer relation teams in the semiconductor capital equipment industry. Experience managing a key customer site with staff a plus.An equivalent combination of education and experience will be considered.
Knowledge, Skills and Abilities:
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Motivated to achieve self and team goals while ensuring that goals represent business objectives
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Demonstrated ability to motivate and communicate with others at all levels
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Strong influencing skills. Able to build strong relationships to deliver service improvements
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Excellent communication, leadership, coaching, and mentoring skills
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Able to adapt and succeed in a changing environment
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Must be able to travel to multiple site locationsapproximately 50% of the time
Salary and Benefits
The expected salary range for this position is $84,732.00 - $112,977.00, plus a bonus opportunity. We will consider your location, experience, and other job-related factors when determining your pay.
Other benefits include:
- Medical, Dental, and Vision
- 401(k) with Company Match
- Holiday, Vacation, and Sick Time
- Flexible Spending Accounts (FSA)
- Commuter Benefits
- Life and Accident Insurance
- Disability Insurance
- Tuition Reimbursement
- Employee Assistance Program (EAP)
- Identity Theft Remediation
- Emergency Travel Assistance
Veeco is an equal opportunity employer. We evaluate applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information, and other legally protected characteristics. Veeco is committed to working with and providing reasonable accommodations to individuals with disabilities.
Veeco is an Equal Opportunity/Affirmative Action Employer. Applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, protected veteran status, disability, or any other characteristics protected by applicable federal, state or local law.