Field Service Engineering Manager

AEM Microtronics (M) Sdn Bhd; Seberang Perai; On-site; MYR 180,000 - 300,000; Full time

Job summary

AEM Microtronics (M) Sdn Bhd is seeking a Service Manager to oversee field service engineering operations across customer sites in Malaysia. You will direct installation, maintenance, and repair of semiconductor testing equipment, ensure alignment with company strategy, and drive customer satisfaction.

The role requires strong leadership, budgeting, and the ability to coordinate projects across locations with limited resources.

Qualifications

• Bachelor's Degree in Mechanical Engineering or related field with 8+ years of experience, or an associate degree with 10+ years.
• At least 5 years of management or supervisory experience leading a support team in a managed service environment.
• Experience troubleshooting and repairing electronic, electromechanical, and fluid handling systems.
• Ability to read blueprints, schematics, and technical drawings.
• Experience supporting semiconductor automated equipment.
• Familiar with SLAs and operating schedules.
• Ability to identify business development opportunities.
• Ability to collaborate with sales and product management.
• Mandarin language ability is preferred for communication with Chinese-speaking counterparts.

Responsibilities

• Plan, direct installation, operation, maintenance or repair of semiconductor testing equipment at customer sites.
• Attend engineering meetings to stay updated on CIP’s, upgrades, changes.
• Collaborate with engineers and customers to implement operating procedures and resolve issues.
• Define project scope, goals and deliverables; develop operational support plans.
• Estimate costs for bids on field service projects.
• Provide post-sales support and lead on escalations, CIP’s, training and documentation.
• Ensure safety procedures and compliance with company protocols.
• Manage performance and develop the service team; travel as required.

Skills

Management experience

Technical leadership

Troubleshooting

Customer relations

Communication

Change management

Education

Bachelor's Degree in Mechanical Engineering

Associates degree

Job description

Responsible for the overall direction, coordination, control, profitability, and oversight for AEM field service engineering operations for the sites assigned to this role.

Ensuring consistency with company strategy, commitments, and customer satisfaction. Applies engineering principles and practices to ensure product and service quality.

Performs various managerial reporting tasks related to operating the location and reporting results to AEM Corporate as requested.

Effective employee and customer communication is a key part of this role. Must be able to successfully direct multiple projects in various locations with limited resources.

The Service Manager is responsible for maintaining positive relations and engagement with our customers and leading the service team.

Responsibilities

• Planning, executing, and directing the installation, operation, maintenance, or repair of semiconductor testing equipment at the customer site when required, while ensuring that systems meet requirements.
• Attend engineering meetings to stay abreast of CIP’s, upgrades, and changes.
• Confer with engineers, customers, or other personnel to implement operating procedures, resolve system malfunctions, or provide technical information.
• Define project tasks, resource requirements and facilitate the definition of project scope, goals, and deliverables.
• Develop full scale operational support plans.
• Estimate costs for the Director to submit bids for various ongoing field service engineering projects.
• Investigate equipment failures or difficulties to diagnose faulty operation and recommend remedial actions.
• Analyze system components to ensure conformance with engineering design, performance specifications, or environmental regulations.
• Provide feedback to design engineers on customer problems or needs.
• Provide technical customer service
• Implement and manage project changes and interventions to achieve installation and service outputs.
• Provide post-sales support and act as a lead on support, escalations, CIP’s, training, and documentation.
• Establish safety procedures, to maintain machines or equipment in the prescribed condition while ensuring all duties are carried out with Safety first while adhering to AEM´s safety protocols.
• Develop tracking matrix to improve tool reliability, solicit new business by recommending upgrades/ CIPs.
• Manage global escalations and training while meeting set KPI targets.
• Manage individual performance, technical and skills development.
• Encourage open communication between team members, suggesting and driving forward ideas about how the team can work more effectively together.
• Review daily priorities, monitor, and take appropriate action to ensure results are achieved.
• Liaison with the internal departments including sales, product management, operations, and logistics.
• Ensure high quality, up-to-date documentation exists for all service arrangements.
• Any other tasks, projects or assignments required by upper management to ensure meeting OKR´s for the department.
• Supervisory responsibilities: able to hires and trains Field Service Engineering team and support staff. Oversees the daily workflow and schedules of the department. Conducts performance evaluations that are timely and constructive. Handles discipline and termination of employees with direction from Human resources and in accordance with company policy.

Requirements

• Bachelor's Degree in Mechanical Engineering or similar discipline and 8 years of related experience, or Associates degree and 10 years of related experience or comparable combination of training and experience.
• 5+ Years of management and or Supervisory experience leading and developing a support team in a managed service environment.
• Knowledge and experience in troubleshooting and repair of electronic, electromechanical mechanical and fluid handling systems.
• Read and interpret blueprints, technical drawings, schematics, or computer-generated reports.
• Previous experience in supporting semi-conductor automated equipment required.
• Experienced and conversant in-Service Level Agreements and Operational Schedules.
• Ability to identify Business Development opportunities.
• Ability to develop effective relationships internally at a variety of levels and work closely with commercial departments such as sales and product management.
• Experience of driving change initiatives in a service environment.
• Experience improving and developing the knowledge & skills of others.
• Preferred candidate should be able to speak Mandarin to communicate with Chinese speaking counterparts.

This job operates in a professional office environment and in field service engineering environment at customer locations.

Physical demands: Must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or listen. The physical demands for this position are light to moderate. This position requires standing and walking for extensive periods of time

This position requires the ability to travel.