Site Manager Shenzhen
Site Manager
Shenzhen
A solid US based, multinational public company designs, manufactures, markets semiconductor wafer processing equipment used in the fabrication of integrated circuits.
Reporting to: R&D VP
Team: 6+
Location: Shenzhen (first 6 months home based)
Summary:
The Site Manager oversees the implementation of customer strategies and annual operating plans at assigned locations. Key responsibilities include ensuring customer satisfaction and handling daily operational issues, supervising subordinate personnel, and assisting in HR management. The Site Manager is accountable for all daily activities in support of meeting non-systems related revenue targets. Additional responsibilities include coordinating installation schedules, product training, inventory control, customer visits, and general service operations.
Responsibilities:
1. Driving Customer Satisfaction:
- Develop and maintain strong customer relationships through regular visits.
- Support and participate in the sales of company solutions under the supervision of site or Service Account or Regional Management and Account Management.
- Conduct daily meetings with customers to establish priorities and resource needs for timely issue resolution.
- Coordinate onsite and factory resources to resolve urgent or escalated problems quickly.
- Coordinate training and development of assigned Field Service Engineers (FSEs).
- Support the implementation of Continuous Improvement Processes (CIP) and process characterization plans. Submit modification proposals to Engineering to enhance tool performance in terms of reliability and maintainability.
- Develop and publish data collection methodology for assigned customer sites.
- Conduct weekly meetings with customers to review and publish equipment performance progress, defectivity performance progress, project progress updates, and action plan modifications or confirmations.
- Conduct monthly meetings with customers to review and publish monthly equipment performance progress, items requiring management attention, and project progress updates.
- Report on progress and risks to ongoing projects. Ensure all issues are documented, communicated to the appropriate team, and resolved in a timely and appropriate manner.
- Supervise business operations across assigned offices and customer sites, ensuring delivery of customer solutions on a daily and long-term basis.
- Coordinate equipment installation scheduling, warranty, retrofit, and other service work, assigning employees as necessary.
- Manage assigned spare parts inventory if applicable.
- Actively manage customer relationships by anticipating customer satisfaction challenges and creating proactive solutions.
- Address customer requirements in alignment with Site/Service Account/Regional Management, finding solutions for non-standard service products to achieve mutual benefits.
- Support Customer Escalation Management, coordinating onsite and factory resources as required to resolve urgent or escalated problems quickly.
- Act as the "Voice of the Customer" to the factory and other functions.
2. Supervising Assigned Teams:
- Contribute to management reports to track and measure regional performance in all phases of the service business.
- Supervise data collection and system upgrades based on corporate standards.
- Provide administrative direction to team(s) in line with established policies, procedures, and practices, e.g., time reporting, expense reporting, inventory usage and reordering, and customer uptime reporting.
May perform the duties and responsibilities of a Field Service Engineer.
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience:
Associates' degree in electronics and 8 to 10 years of related experience as a service engineer, or an equivalent combination of education and experience.
Other Skills and Abilities:
- Read, write, comprehend and speak English and Mandarin language sufficiently well to perform job functions.
- Interface with multiple departments to ensure consistent and effective communication.
- Build relationships with customers/vendors/department contacts.
- Apply logic and ingenuity to resolve complex electronic, electrical, pneumatic, mechanical assembly, drive mechanism, and software systems problems.
- Recommend improvements to enhance equipment uptime.
- Maintain technical proficiency in semiconductor equipment.
- Demonstrate customer service skills and general computer skills.
- Knowledge of: Customer Focus; Semiconductor Equipment/parts;
Shenzhen
A solid US based, multinational public company designs, manufactures, markets semiconductor wafer processing equipment used in the fabrication of integrated circuits.
Reporting to: R&D VP
Team: 6+
Location: Shenzhen (first 6 months home based)
Summary:
The Site Manager oversees the implementation of customer strategies and annual operating plans at assigned locations. Key responsibilities include ensuring customer satisfaction and handling daily operational issues, supervising subordinate personnel, and assisting in HR management. The Site Manager is accountable for all daily activities in support of meeting non-systems related revenue targets. Additional responsibilities include coordinating installation schedules, product training, inventory control, customer visits, and general service operations.
Responsibilities:
1. Driving Customer Satisfaction:
- Develop and maintain strong customer relationships through regular visits.
- Support and participate in the sales of company solutions under the supervision of site or Service Account or Regional Management and Account Management.
- Conduct daily meetings with customers to establish priorities and resource needs for timely issue resolution.
- Coordinate onsite and factory resources to resolve urgent or escalated problems quickly.
- Coordinate training and development of assigned Field Service Engineers (FSEs).
- Support the implementation of Continuous Improvement Processes (CIP) and process characterization plans. Submit modification proposals to Engineering to enhance tool performance in terms of reliability and maintainability.
- Develop and publish data collection methodology for assigned customer sites.
- Conduct weekly meetings with customers to review and publish equipment performance progress, defectivity performance progress, project progress updates, and action plan modifications or confirmations.
- Conduct monthly meetings with customers to review and publish monthly equipment performance progress, items requiring management attention, and project progress updates.
- Report on progress and risks to ongoing projects. Ensure all issues are documented, communicated to the appropriate team, and resolved in a timely and appropriate manner.
- Supervise business operations across assigned offices and customer sites, ensuring delivery of customer solutions on a daily and long-term basis.
- Coordinate equipment installation scheduling, warranty, retrofit, and other service work, assigning employees as necessary.
- Manage assigned spare parts inventory if applicable.
- Actively manage customer relationships by anticipating customer satisfaction challenges and creating proactive solutions.
- Address customer requirements in alignment with Site/Service Account/Regional Management, finding solutions for non-standard service products to achieve mutual benefits.
- Support Customer Escalation Management, coordinating onsite and factory resources as required to resolve urgent or escalated problems quickly.
- Act as the "Voice of the Customer" to the factory and other functions.
2. Supervising Assigned Teams:
- Contribute to management reports to track and measure regional performance in all phases of the service business.
- Supervise data collection and system upgrades based on corporate standards.
- Provide administrative direction to team(s) in line with established policies, procedures, and practices, e.g., time reporting, expense reporting, inventory usage and reordering, and customer uptime reporting.
May perform the duties and responsibilities of a Field Service Engineer.
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience:
Associates' degree in electronics and 8 to 10 years of related experience as a service engineer, or an equivalent combination of education and experience.
Other Skills and Abilities:
- Read, write, comprehend and speak English and Mandarin language sufficiently well to perform job functions.
- Interface with multiple departments to ensure consistent and effective communication.
- Build relationships with customers/vendors/department contacts.
- Apply logic and ingenuity to resolve complex electronic, electrical, pneumatic, mechanical assembly, drive mechanism, and software systems problems.
- Recommend improvements to enhance equipment uptime.
- Maintain technical proficiency in semiconductor equipment.
- Demonstrate customer service skills and general computer skills.
- Knowledge of: Customer Focus; Semiconductor Equipment/parts;
Why Join Us?
We encourage you to join our dynamic team and contribute to shaping the future of the semiconductor industry.
- Competitive benefits package
- Extensive platform for career development
- Opportunity to work with highly sought-after products in the global market
- International travel opportunities for product training, particularly to the US and Europe
We encourage you to join our dynamic team and contribute to shaping the future of the semiconductor industry.