Director of Field Services

ONTO INNOVATION SOUTHEAST ASIA PTE. LIMITED; Singapore; Presencial; SGD 250.000 - 380.000; Tempo integral

Resumo da vaga

ONTO INNOVATION SOUTHEAST ASIA PTE. LIMITED is seeking a senior Service Leader to drive the Southeast Asia service business.

You will own service revenue, contracts, and delivery strategy across SEA, reporting to executives and coordinating with sales, applications, and other business units. The role requires 15+ years in service with 5–10 years in a managerial capacity, including direct OEM service leadership in complex capital equipment for the semiconductor industry.

Qualificações

• Bachelor's degree in sciences or engineering is required.
• Master's degree is a plus or equivalent experience in process control, metrology or inspection in semiconductor industry.
• Fluent in English with strong written and verbal communication skills.

Responsabilidades

• Oversee all aspects of the service business in Southeast Asia with direct and managerial reporting lines.
• Own service revenue and contracts, including parts and upgrades, with forecast accuracy.
• Develop and manage the service delivery strategy and operations for SEA.
• Improve customer satisfaction by optimizing processes, managing escalations, and tracking KPIs.
• Maintain full P&L responsibility for the SEA service team and budgets.
• Plan manpower, training, and organization development for after-sales and new system services.
• Manage customer relationships through regular reviews and executive meetings.
• Lead by example and promote adherence to company processes and policies.
• Drive data-driven continuous improvement in service delivery with customers.
• Collaborate across functions and business units to propose high-impact solutions.
• Work with HR on talent management initiatives.

Conhecimentos

Leadership

Stakeholder management

Strategic planning

English fluency

Communication skills

Travel readiness

Formação

Bachelor's degree in sciences or engineering

Master's degree (plus)

Descrição da vaga

Job Summary & Responsibilities

• Responsible for all aspects of the service business in Southeast Asia with direct and managerial individuals reporting into this position
• Owns service revenue and service sales (contracts, parts, upgrades, etc.) into SEA, in line with corporate objectives and revenue targets including revenue forecasting
• Responsible for developing and managing the overall service delivery strategy and operations
• Increase customer satisfaction through establishing infrastructure, optimizing procedures and processes, managing escalations and problem solving, setting and tracking metrics and KPIs
• Full P&L responsibility for SEA service team with the objective to reach annual revenue, cost and expense budgets
• Manpower planning, organization development and training to support both after sales (contract, parts, billable) and new system sales (installation and warranty) requirements
• Manage customer relationships through regular open issues list review as well as operational and executive meetings
• Lead by example and drive adoption of companies processes and policies throughout the organization
• Drive a data-driven approach together with customers to ensure continuous monitoring and improvement of service delivery
• Work cross embedded in a matrix organization with other functional partners (sales, applications) and Business Units to develop or recommend solutions for areas of high business impact
• Collaborate with Human Resources on talent management initiative

Qualifications

• 15+ years in service, including 5-10 years in managerial role
• Minimum 5 years direct service management experience in OEM business related to complex equipment. Experience in the semiconductor industry highly preferred
• Complex capital equipment combining optics, electronics, high precision mechanics, preferably inspection or metrology systems for the semiconductor industry
• Technical and Service background
• Strong written and verbal communications skills. Fluent in English language;
• Proficient in MS 365 for daily work use, meeting preparation/presentation skills and efficient collaboration in a distributed team working remotely
• Ability and willingness to travel up to 30%
• Proven track record of establishing strong, executive level customer relationships
• Bachelor's degree in sciences or engineering a minimum
• Master's degree a plus, or appropriate experience in process control,metrology or inspection, in the semiconductor industry
• Demonstrated capability to build a winning team and creating a high-performance work environment
• Experience in building and developing service teams, establishing processes and procedures, performance management, metrics & KPIs