Global Field Services Director

🕒 il y a 2 mois

🏄 California – Distant

🏄 California – Remote

💵 $167 000 - $250 000 / an

⏰ Temps Plein

🔴 Expert

👔 Directeur

🦅 Parrain de Visa H1B

Cette entreprise a parrainé des visas H1B par le passé.

👻 Score fantôme 10%

Ce que ça veut dire : la probabilité que cette offre reste ouverte sans recrutement actif.Comment le lire : 60 % ou plus, on pense que c'est une offre fantôme. Un score plus bas est moins inquiétant.Comment on la calcule : ancienneté, republications, postes ouverts vs taille de l'équipe, rapidité de clôture, et si le salaire est indiqué.À noter : une estimation à partir de données publiques, pas un jugement sur l'entreprise. De vraies offres peuvent avoir un score élevé, alors prenez-le comme un indice, pas comme un fait.

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5001 - 10000 employés

Intelligence artificielle (AI), réalité augmentée (AR), Internet des Objets (IoT) : il ne s’agit pas seulement de tendances, mais de moteurs qui transforment la vie des populations à travers le monde. Avec ces nouveaux moteurs et l’accélération de l’innovation, les attentes portent sur des technologies de meilleure qualité, plus performantes et disponibles plus rapidement.

Description

• 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.

🎯 Exigences

• 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.