Vice President of Field Service Operations
 
Our client is a leading manufacturer of semiconductor capital equipment for process control, metrology, material characterization, and lithography systems combining global scale with an expanded portfolio of leading-edge technologies. Their breadth of offerings across the entire semiconductor value chain help their customers solve their most difficult yield, device performance, quality, and reliability issues. They strive to optimize customers’ critical path of progress by making them smarter, faster and more efficient.
 
They’re deeply passionate about designing and integrating the latest technology for their customers, and are currently seeking a seasoned leader to manage the strategically important area of Service Operations.
 
The VP of Field Service Operations reports to the Vice President of Global Service and is focused on growing the service business by developing and driving strategies focused on increasing capabilities and offerings, leveraging partner solutions and service, and driving customer satisfaction.
 
Vice President of Field Service Operations is responsible for assisting both the VP of Global Service and Service Leadership with effective creation and implementation of field-facing operations initiatives, PBET Level 3&4 training operations, CS&L, Service Business Unit ERP integration, use of ERP derived dashboard metrics to drive efficiencies and customer satisfaction, spares inventory management and development programs that ensure alignment of roles, responsibilities, and resources to achieve business objectives.
 
Responsibilities:

• Responsible for developing and managing the overall service delivery strategy and operations for the company’s business
• Develop service operations team to deliver high value add service and solutions that meet the defined profitability and customer satisfaction levels of the business
• Refine service offerings and strategies for effective pre-sales engagement achieving revenue targets, corporate goals, and objectives
• Meet AOP, P&L objectives for service on a quarterly and FY basis for all service.
• Increase PdM Service Subscription Plan attach rate and deal size. There are multiple aspects of this objective involving business development, sales, and product management.
• This role is responsible for overseeing the service catalog, defining costs and prices per regulatory requirements, growing capabilities, and enabling other business units on an international scale.
• Grow as-a-Service business. Develop service offerings coupled from hardware sales, such as Monetized ramp management
• Fully realize Refurb and Upgrade business with lower labor COGS and formalized offshore process
• Financial responsibility includes both Annual Operating Plan, (AOP) budgeting and P&L management to achieve an annual revenue and target margin objective
• Responsible for driving regions to achieve AOP external revenue, on time tool acceptances.
• Follows all business ethics practices
• Detail and quality orientation, high quality personal work product, ensuring that teams are fulfilling their accountabilities accurately and in a timely manner
• Contribute to the development of strategy and vision for diverse service offerings
• Thoroughly analyze and understand current and potential customer needs and objectives
• Oversee development of proposals and budget estimates for new projects
• Develop strategic marketing plans for service products
• Present company capabilities and proposals to existing and potential clients
• Actively participating in the pitch development process when appropriate
• Serve as strategic customer interface
• Flexible, in response to dynamically changing conditions, e.g. business development opportunities and client issues
• Driving the discipline in timely reporting of tool status.  All about integrity of the data
• Leading by Example with setting a Customer Satisfaction culture all the way through the organization. 
• Assessing Leadership gaps regarding Customer Intimacy and Business Acumen with direct reports and address accordingly. 
• Always maintaining Voice of the Customer and escalating to ensure issues are addressed in a timely manner or when the company (Service, Operations, BU, etc.) are not meeting customer expectations
• Assessing Leadership gaps regarding Customer Intimacy and Business Acumen with direct reports and address accordingly. 
• Always maintaining Voice of the Customer and escalating to ensure issues are addressed in a timely manner or when the company (Service, Operations, BU, etc.) are not meeting customer expectations

 
 
Qualifications:

• Demonstrated experience managing to P&L, inventory turns, CAPEX, headcount, appropriate HC ratios
• Technical and Service background with focus on open technologies.
• Solution development focus.
• Strong written and verbal communications skills.
• Ability and willingness to travel up to 30%
• 20 years of progressive managerial experience in CAPEX semiconductor service management with process, inspection, metrology experience in both the Front End and Back end of Semiconductor Equipment CAPEX
• Successful experience leading global service operations with demonstrated track record
• Business acumen and financial (P&L) skills/metrics driven
• Demonstrated Vision for business development
• Proven track record of establishing strong, executive level customer relationships a must
• Ability to effectively present information, respond to questions and align expectations to assure customer satisfaction
• Bachelor’s Degree in sciences a minimum
• Master’s degree a plus, or 20 years’ experience in process, metrology, Inspection, Lithography semiconductor CAPEX
• Minimum 20 years managing a Service delivery team with P&L responsibilities across multiple Lithography, Inspection, and Metrology disciplines.
• Strategic, Conceptual, and Large Account Management selling skills.  Demonstrated track record of developing and successfully selling large, high-impact solutions that deliver measurable business results
• Ability to create service models for every new product, demonstrated history of achieving I&W as a % of COGS world class ratios
• Extensive Asia business experience within country extended management experience.
• Project delivery skills. Demonstrated ability leading large teams and managing consulting projects leveraging data and analytics to drive measurable business results
• Change management skills. Demonstrated ability to drive transformational projects and systematically manage change in client organizations; ability to drive change in flat, cross-functional, or multi-disciplinary environments rather than through formal authority
• Communication Skills. Demonstrated ability to communicate (verbal and written) with executive customer representatives. This leader must also possess the necessary interaction skills that may help them to gain adequate knowledge about the client organization's way of working.