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About the Role
The Service Manager will lead field service operations for the Austin, Texas area, responsible for customer support, technician staffing and development, work scheduling, safety, service quality, escalation management, and coordination with Sales, Engineering, Operations, and the rebuild organization. The manager will support equipment installation, preventive and corrective maintenance, troubleshooting, service-contract execution, and customer communication for EBARA vacuum pumps and related semiconductor manufacturing equipment.
Responsibilities
- Lead a team in servicing all EBARA provided components products at customer sites or service centers, including preventative and unscheduled maintenance, installations, upgrades, tool downs, and new designs or applications.
- Participate in design review meetings and interface with customer design groups, providing guidance on new designs or applications.
- Manage installation schedules and coordinate parts and consumables.
- Review, approve, and implement all ECNs and CIPs for all Ebara components products.
- Collaborate with Ebara Marketing, Sales, and Engineering to implement new product rollouts for field service.
- Track the on-site pump customer base, including shipping and receiving of all EBARA provided components products pumps, and manage spare pumps and parts.
- Order, expedite, and notify customers or management when replacements are necessary, and maintain and replace equipment, tools, and supplies used for servicing EBARA provided components products pumps.
- Provide technical support to field technicians and product support for diagnosing, troubleshooting, repairing, and debugging complex electro/mechanical equipment, computer systems, and/or complex software.
- Provide customers with documentation on preventative maintenance, downtime, pump equipment issues, and time spent preparing reports for EBARA provided components products pump equipment movement and justification for on-site service.
- Travel to various assigned customer locations.
- Supervise assigned service or field service personnel, requiring effective communication skills.
- Conduct new employee training, safety training, and enforce departmental procedures.
- Assist in all functions required for the operation of the Quick Response Center.
- Assist and/or provide service backup to other customer sites as necessary.
- Assist Sales in developing customers within geographic areas by performing installs, retrofits, preventive & unscheduled maintenance, cooler and/or trap cleans, and tracking/monitoring pump performance.
- Coordinate all Service-related activities with ETI Engineering & Tech Support, and EC, and communicate with all relevant parties within ETI & EC supporting ETI’s customer base.
- Manage all ETI Components Service Personnel, including annual performance reviews, disciplinary actions, and day-to-day activities.
- Maintain a clean and safe working environment compliant with EBARA safety policies.
- Comply with EBARA’s safety policies, including participation in and completion of all required safety training.
- Perform other duties as assigned.
Requirements
- Field service leadership experience in semiconductor or advanced manufacturing.
- Strong technical troubleshooting capability.
- Customer-facing communication skills.
- Safety and compliance leadership.
- Ability to manage priorities across multiple customer sites.
- Local presence in the Austin market.
- Regular customer-site travel.
- Flexibility to support critical service events and business growth.
- Ability to perform essential functions, including operation of associated machinery and/or equipment.
- Ability to perform essential functions in a cross-cultural, demanding, and dynamic environment.
- Ability to perform essential functions without posing a direct threat of harm to self, others, or property.
- Ability to adhere to EBARA personnel policies and practices, including attendance and punctuality.
- Ability to work well under pressure, meet multiple and sometimes competing deadlines, and demonstrate cooperative behavior.
- Eight (8) + years of electro-mechanical and field service experience, preferably in the semiconductor or related industry.
- Three (3)+ or more years of supervisory experience.
- Working knowledge of mechanical skills.
- Working knowledge of principles of vacuum technology.
- Working knowledge of reading complicated drawings.
- Working knowledge of testing digital and/or analog systems.
- Strong Customer Relations skills.
- Working knowledge of MS Office products including Excel, Word, Outlook, and PowerPoint.
- Strong relationship-building skills with the ability to collaborate and work effectively with internal colleagues and customers.
- Demonstrated leadership and program management.
- Demonstrated teamwork and organizational skills.
- Demonstrated excellent written and oral communication skills.
- Verification of a good driving record if servicing customers offsite.
Skills
- Technical troubleshooting
- Customer-facing communication
- Safety and compliance leadership
- Priority management
- Mechanical skills
- Vacuum technology principles
- Reading complicated drawings
- Testing digital and/or analog systems
- Customer relations
- MS Office (Excel, Word, Outlook, PowerPoint)
- Relationship building
- Collaboration
- Leadership
- Program management
- Teamwork
- Organizational skills
- Written communication
- Oral communication
Location
- Austin, TX
Work Type
- Full Time
Experience Level
- Management
- Eight (8) + years electro-mechanical and field service experience
- Three (3)+ or more years supervisory experience
Education Level
- High School
- AA or BS degree in Electronics, Engineering, or equivalent experience
Salary/Compensations
- Undisclosed
About the Company
- EBARA is a leader in vacuum pumps and related semiconductor manufacturing equipment.