Cymer, Inc. Field Service Director in Taiwan
Field Service Director
0005166 Requisition #
SUMMARYDevelops and oversees the field support of systems by field engineers, technicians, and support specialists assigned to install, operate and maintain these complex devices. This position will be responsible for the smooth operations and logistical support located in fab facilities around the world. Establishes and maintains ongoing lines of communication with design engineers and software development on design, reliability, and maintenance issues. Ensures Field Service Engineers (FSE) are current with the latest upgrades and/or new releases. Ensures that customer/FAB installations are in compliance with Service Level Agreements, installation and training programs. Selects, develops, and evaluates personnel to ensure the efficient operation of Field Service Management.Radford: Directs the coordination of technical and administrative support activities including installation, repair, preventative maintenance, and engineering change upgrades. Ensures adequate records and systems are maintained. Schedules personnel responding to critical situations. Maintains communication with design management and specialists in resolving technical problems and/or bringing problems to the design department’s attention. Selects, develops, and evaluates personnel to ensure the efficient operation of the function.
DUTIES AND RESPONSIBILITIES•With other senior management, develops strategies and associated tactics for supporting company tools at customer sites worldwide.•Develops and implements a strategy to ensure field service support to meet service and preventative maintenance requirements.•Provides appropriate service engineering resources required for equipment installation, maintenance, upgrade, & repairs of equipment at customer sites.•Obtains service engineering resources based on customer requirements for comprehensive system support, including systems in escalation and under installation. Includes monitoring and planning using headcount modeling tools.•Effectively resolves all customer field tool support issues in a timely and cost effective manner.•Manages personnel schedules to ensure adequate resource for customer satisfaction: vacation/sick time, training, factory support labor, and new systems or upgrades. Includes monitoring and reporting of FSE utilization. •Manages employee development including schools, evaluations, counseling, safety and procedures; provides technical support training to the local field service and technical support personnel so as to build stand-alone competencies.•Frequently interacts with subordinate supervisors, customers and/or functional peer group managers, normally involving matters between functional areas, other company divisions or units, or customers and the company. May also interact with senior management or executive levels on matters concerning assigned geographic and/or functional area(s), divisions, and/or customers.•Plans and manages comprehensive budgets for assigned areas. Includes above and below the line expenses and coordinating with cross-functional areas to ensure adherence and align with company objectives.•Executes inventory management control and forecasting in coordination with regional and corporate logistics. •Ensures availability and safe operation of tools or equipment for installation and maintenance of systems at customer sites. Includes purchasing of administrative tools, e.g., computers, pagers, etc.•Ensures that customers are setup to utilize appropriate technical publication materials.•Engages and maintains customer relationships including proactive interface with customer management to identify potential areas of improvement and drive resolution consistent with company policies and procedures.•Reviews short and long term service strategies with the Customer and confirms plans. •Ensures and maintains cross-functional interface with Account Management, Logistics, Technical Support, and other regional and corporate functions, as required.•Regularly monitors and manages escalations, including escalation to Service Director for critical issues/hurdles on long downs.•Completes weekly reports, as necessary, to meet corporate and customer requirements.•Conducts staff meetings with Site Coordinator(s) and FSE’s to discuss metrics and ensure alignment on company strategies.•Reviews information about company with FSE’s, e.g., Business status, new products, etc.•Leads, coaches, and develops all field service support personnel.•Establishes and monitors FSE training plans, FSE certification tracking, and training strategies in conjunction with corporate training department.•Manages employee development including schools, evaluations, counseling, safety and procedures.•Manages all FCO implementation in the field.•Manages laser performance monitoring and reporting utilizing necessary tools and established measures.•Completes SAFE Program including incident reporting, safety training execution, and safety FCO implementation.•Ensures safe working environments and procedures for FSE’s during daily work activities.•Ensures FSE utilization of and regularly reviews corporate CRM tool (Siebel) for trends, content accuracy, and FSE adherence.•Approves and/or Updates Failure Analysis reports.•Provides management and direction to the service operations in conjunction and in coordination with account management.•Provides comprehensive management of local escalations and advance customer support emanating from service situations.•Coordinates technical support training to the local field service and technical support personnel.•Performs a variety of duties to support budget and staff oversight to include (but not limited to) reviewing and approving personal requisitions, preparing Personnel Action Requests, and managing the performance review process for assigned staff.•Provides guidance to subordinates within the latitude of established company policies. Recommends changes to policies and establishes procedures that affect immediate organization(s).•Performs other duties as assigned.
SUPERVISION AND INTERACTIONMay manage Managers/Senior Managers. Regularly interacts with senior executives and/or customers. Represents area of responsibility within Cymer and influences others cross-functionally. Detailed knowledge and persuasion skills make Director an effective proxy for area of responsibility to meet with senior executives. Director-level positions may also be justified based on depth/breadth of knowledge/experience required or on the levels of management/customers with which the position must interface.LEVELING SUMMARYStrategic, experienced leader. First level executive. Provides strategic direction for the function/ department. Responsible for both strategic planning and tactical execution. May manage a significant sub-function within a broader corporate function, one or more large departments, product portfolio(s), business region(s), or critical customer relationship(s). Translates company objectives into specific functional/ departmental goals and action items, develops functional strategies, and develops guidelines/ procedures to support these strategies in area of responsibility. Develops proposed budgets for VP approval and manages budget once approved. Accountable for all personnel matters within area of responsibility. May have matrixed responsibility for a program or a cross-functional initiative where budget and/or headcount may formally roll up under a different manager.SCALE AND IMPACTResponsible for both strategic planning and tactical execution. Manages the budget and associated P&L elements (if applicable) for area of responsibility; may have significant budget responsibility. Decisions directly impact the success of the area of responsibility in meeting key operational goals. Erroneous decisions may have a serious impact on customer satisfaction and/or company success. Accountable for the development and retention of key talent.
QUALIFICATIONS •Excellent written and verbal communication skills.•Ability to translate, statistically analyze data, and effectively report problems through written and/or graphical formats.•Excellent customer service skills, with an advanced understanding of customer relationship building.•Ability to use MS Word, Excel, PowerPoint, and electronic e-mail systems.•Solid experience managing field service engineers and ensuring high quality service to assigned customer(s) through assigned staff. •High level knowledge of operations processes pertaining to semiconductor equipment installation and support, i.e, stepping and or scanning “Photo Lithography Imaging” systems, DUV metrology systems, DUV excimer lasers, or specific DUV Beam Delivery Systems.•Ability to analyze system performance related to sophisticated data analysis, system troubleshooting, and technical problem solving skills.•Persuasion skills to influence and change the thinking of, or gain acceptance from, others in sensitive situations, without damage to the relationship(s).•Expert level of technical knowledge of electronics and optics/lasers. Proven success applying advanced knowledge of installation, maintenance/repair, and trouble-shooting at both the module and system level.•Ability to facilitate resolution of technical challenges.•Business acumen to understand the business implications of decision; orientation to profitability, knowledge of market and competition; alignment of strategic and operational goals.•Strong computer skills, expert knowledge of MicroSoft Office Suite and other database software used in manufacturing environments such as LabView, Internet Protocol, Visual Basic.•For regions - oral and written English language skills required.ASIA (JAPAN) SPECIFIC:•Familiar with Japanese culture and business practices•Ability to read, write and speak Japanese (above business level)
SKILLS/EXPERIENCERequires Bachelor's degree or equivalent, may require an advanced degree (Master's, PhD), in applicable field or equivalent. Typically has 15+ years of applicable experience and a minimum of 4 years direct supervisory experience. Broad knowledge of all areas within particular function or sub-function. May have depth of knowledge derived from experience in senior non-management and middle management roles. May require high-level understanding of regional laws, customs, markets and sales opportunities for the company’s products. •BSEE or BSME with a minimum of fifteen (15) years experience in service operations management with a minimum of seven (7) years in a global service operations management leadership role, preferably in an optics or a semiconductor equipment discipline.•A minimum of four (4) years of direct supervisory and/or managerial experience in a related technical support operations and/or customer support environment.•Extensive applied technical support/field service experience in semiconductor photolithography/semiconductor fab environment is highly desired, including experience in DUV optical imaging systems support in a clean room environment, or equivalent experience in diagnosing, troubleshooting, and/or customer service on electronic systems.•Experience performing multiple on-site installations and background as a lead on a Beta product release.•Experience preparing and managing budgets.PHYSICAL DEMANDS AND
WORK ENVIRONMENTThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.•While performing the duties of this job, the employee routinely is required to sit; walk; talk; hear; use hands to keyboard, finger, handle, and feel; stoop, kneel, crouch, twist, reach, and stretch. •The employee is occasionally required to move around the campus. •The employee may occasionally lift and/or move up to 20 pounds.•May require travel dependent on business needs. •Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.•Can work under deadlines.•The environment generally is moderate in temperature and noise level.•Must be able to read and interpret data, information, and documents.•Can observe and respond to people and situations and interact with others encountered in the course of work. •Can learn and apply new information or skills. •Ability to travel via air and auto approximately 20% of the time. However, work demands may require periods up to 100% travel for several weeks, depending on situational circumstance.•Work includes on site technical support involving heavy lifting of equipment & modules.•Generally a routine business week, Monday – Friday, days, but schedule may vary considerably to include evenings and weekends as well as long hours based on business needs. •May be assigned a compressed or alternate work schedule to meet customer needs. •May be assigned an “on call” type work schedule and may be required to respond to customers with little or not advance notice.•The environment generally is moderate in temperature and noise level. •Occasionally may be exposed to loud noise bursts and may be exposed to toxic gases (fluorine). •Must be able to work in small, confined spaces.