Global Field Services Director

🕒 Julho 2

🏄 California – Remoto

🏄 California – Remote

💵 $167.000 - $250.000 / ano

⏰ Tempo Integral

🔴 Especialista

👔 Diretor

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5001 - 10000 funcionários

Inteligência artificial, realidade aumentada, Internet das Coisas – esses não são apenas tendências, eles são motores que estão mudando a forma como as pessoas vivem ao redor do mundo. Com esses novos motores e a velocidade crescente da inovação, surge a expectativa por tecnologias de maior qualidade e desempenho em um ritmo mais rápido.

Descrição

• Direct the global field service strategy and operating model for a semiconductor installed base through regional/service leaders. • Establish global and regional objectives and scorecards and lead standardized operating reviews to drive execution. • Partner with Business Units, Product/Service Product Management, Sales/Key Account teams, Quality, Engineering, Operations and Supply Chain to align priorities, govern escalations, and close systemic issues impacting customers. • Own the service commercial rhythm with regional leaders to grow profitable service revenue while improving customer outcomes. • Drive global parts/spares strategy and planning in partnership with Operations to support fab uptime commitments. • Ensure field readiness for new product introductions and changes (service plans, training/certification, tools, documentation, safety/cleanroom protocols, design for service feedback into design). • Establish global training, qualification, and knowledge-sharing standards (playbooks, technical forums, lessons learned) to enable consistent execution across regions and shifts. • Develop organizational capability by leading and developing leaders; build succession plans, strengthen performance management, and scale best practices across regions. • Drive operational excellence using standard methods (lean/CI) and a global KPI framework; identify systemic constraints and execute cross-functional improvements that reduce downtime and improve customer experience. • Ensure governance for service management systems, including data integrity, compliance to required processes, and adoption across regions. • Own the voice-of-customer loop for services; translate field and key account insights into corrective actions, service playbook updates, and product/serviceability improvements. • Create a culture focused on lean practices to maximize service delivery efficiency and responsiveness. • Lead strategic and tactical planning for the field services organization. • Create measurable and realistic global and regional performance targets in conjunction with service leadership and regional sales teams. • Provide resource planning including headcount, budgeting and inventory consistent with overall growth and regional objectives. • Interface with service product management and BU leadership to develop field requirements and implementation plans for new services and products. • Support the escalation process for customer issues. • Monitor and drive improvements in escalation response and resolution time. • Provide leadership in resolving high priority or ongoing escalations, communicating with QA, engineering, manufacturing and BU leadership as required. • Present voice of customer feedback to business units and operations on product quality, delivery and performance issues. • Align with global EHS organization to continually monitor and improve safety practices.

🎯 Requisitos

• Bachelor’s degree required (Engineering, Operations, or related); advanced degree preferred or equivalent experience. • 10+ years of progressive leadership in field service/service operations for semiconductor capital equipment, sub-fab systems, or mission-critical fab support (including leading managers/leaders across regions). • Strong operating discipline with service systems of record (ERP/CRM/service management), installed base data, and analytics/dashboarding to manage performance at scale. • Demonstrated ability to lead across cultures and geographies and communicate effectively with executive stakeholders, key accounts, and internal cross-functional partners. • Service-commercial acumen: experience influencing/owning budgets, forecasting, and service contract strategy () and partnering with Sales to win and retain business.