Job Summary:

The Site Service Manager is responsible for planning, organizing, directing, and overseeing all activities related to customer support and equipment service operations. This role ensures optimal equipment performance, minimal downtime, and exceptional customer satisfaction through strategic leadership and operational excellence. Salary Range: $140,000 - $165,000

Essential Job Duties & Responsibilities:

Service Operations Management

Develop and implement preventive maintenance strategies to enhance equipment performance and reduce unscheduled interruptions.

Ensure maintenance procedures are current and encourage team input for continuous improvement.

Coordinate and schedule technical and administrative support activities, including equipment installation, repair, preventive maintenance, and engineering upgrades.

Lead and manage the engineering team, setting clear priorities and goals to support site operations.

Team Leadership & Development

Assist with recruitment, supervise, and guide personnel to achieve operational excellence and deliver customer value.

Maintain staffing levels aligned with business needs and ensure team members receive appropriate safety and technical training and certifications.

Conduct regular coaching sessions, feedback, and annual performance evaluations.

Develop individualized growth plans for team members to support career development and align with SCREEN’s customer value objectives.

Performance & Quality Assurance

Establish and monitor key performance indicators (KPIs) to drive customer satisfaction and operational efficiency, with a focus on maximizing equipment uptime and minimizing variability.

Customer Relationship Management

Represent SCREEN in customer interactions, fostering strong relationships and participating in service-related meetings.

Engage proactively with customers to assess needs, identify issues, and implement corrective action plans.

Deliver technical and service presentations to customers across all levels, including executive leadership.

Technical Coordination & Escalation

Collaborate with regional technical support, product and process engineering teams, and factory specialists to resolve complex technical issues.

Manage escalations effectively by coordinating with appropriate support groups and maintaining ownership throughout the resolution process.

Cross-Functional Communication

Engage with field service teams and sales organizations to support customer requirements and assess performance.

Partner with the Parts Logistics team to manage parts ordering, returns, inventory reporting, and local stocking.

Administrative Oversight

Ensure all administrative processes are executed efficiently and that accurate records and systems are maintained to support service operations.

Job Requirements:

Proven supervisory experience; prior leadership roles are strongly preferred.

Minimum of 5 years of hands-on experience servicing semiconductor capital equipment and supporting customer operations.

Outstanding verbal and written communication skills, with strong interpersonal and decision-making capabilities.

Proficient in Microsoft Office applications, including Excel, PowerPoint, and Word, with demonstrated ability to support communication and analytical tasks.

Strong commitment to delivering customer value and ensuring customer success.

Proven ability to collaborate effectively across cross-functional teams, engaging with stakeholders at all organizational levels—from individual contributors to senior executives.

Exceptional leadership and influencing skills, with a track record of driving change through collaboration.

Highly developed analytical skills, meticulous attention to detail, and active listening abilities across customer, peer, and employee interactions.

Effective project and time management skills, with the ability to prioritize and execute in dynamic environments.

Experience working within multicultural organizations or global operations.

Professional certifications such as Lean, Six Sigma, or PMP are highly desirable.

Willingness and ability to travel domestically and internationally as required. Must possess or be eligible to obtain a valid driver’s license and passport.

Education & Experience:

Associate’s or Bachelor’s degree in a technical discipline, or equivalent experience (i.e. military).