Global Field Services Director

🔥 21 minutes ago

🏄 California – Remote

🏄 California – Remote

💵 $167k - $250k / year

⏰ Full Time

🔴 Lead

👔 Director

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Entegris

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Artificial intelligence, augmented reality, Internet of Things – these are not just trends, they are drivers changing the way people live across the globe. With these new drivers and the increasing speed of innovation, there comes an expectation for higher-quality, higher-performing technologies at a faster pace.

📋 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.

🎯 Requirements

• 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.