Director, SEA Service (R-4626)

ONTO INNOVATION SOUTHEAST ASIA PTE. LIMITED; Singapore; On-site; USD 80,000 - 150,000; Full time

Job summary

An established industry player is seeking a seasoned Service Manager to oversee operations in Southeast Asia. This pivotal role involves managing service revenue, enhancing customer satisfaction, and leading a high-performance team. With a strong focus on data-driven decision-making, you will collaborate across functions to optimize service delivery and achieve corporate objectives. If you have a proven track record in service management, particularly in the semiconductor industry, and possess the ability to foster executive-level relationships, this is an exciting opportunity to make a significant impact in a dynamic environment.

Qualifications

• 15+ years in service, including 5-10 years in a managerial role.
• Experience in the semiconductor industry is highly preferred.

Responsibilities

• Responsible for service business in Southeast Asia and managing service delivery strategy.
• Drive customer satisfaction through optimized procedures and problem-solving.

Skills

Service Management

Customer Relationship Management

Data-Driven Decision Making

Team Leadership

Communication Skills

Problem Solving

Education

Bachelor’s Degree in Sciences or Engineering

Master’s Degree

Tools

MS 365

Job description

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

Job Pre-Requisite:

· 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