Senior Service Manager

Persimmon Technologies Corporation; Bedford (MA); On-site; USD 130,000 - 145,000; Full time

Benefits offered by this job

Health benefits

Paid time off

Disability insurance

Life insurance

401(k) with company matching

Job summary

Persimmon Technologies Corporation is seeking a Director of Global Service to lead our worldwide service organization, driving strategy, execution, and profitability across regions. The role ensures world-class customer support, product reliability, and service metrics while overseeing field service, RMA, spare parts, and workforce planning.

The candidate will collaborate with Engineering, Quality, Operations, Supply Chain and Sales, acting as the voice of the customer.

Qualifications

• 10+ years of progressive leadership in semiconductor equipment, robotics, automation, or related industries.
• Experience leading global service organizations and service provider networks.

Responsibilities

• Lead global service operations, regional resources, and thirdparty providers.
• Develop and execute a global service strategy aligned with growth objectives.
• Build a culture of accountability, technical excellence, and continuous improvement.
• Develop talent and succession plans within the service organization.
• Serve as executive escalation point for critical customer issues.
• Build relationships across customers, engineering, quality, operations, and supply chain.
• Lead customer business reviews and service performance discussions.
• Drive customer satisfaction, retention, and longterm partnerships.
• Oversee global RMA and repair operations.
• Standardize processes, tooling, and performance metrics across repair locations.

Skills

Global leadership

Executive relationship mgmt

Field service management

RMA & repair operations

NPI coordination

Supply chain awareness

Education

Bachelor’s degree in Engineering, Business, Operations Management

Master’s degree preferred

Job description

Summary: The Director of Global Service is responsible for the leadership, strategy, and execution of Persimmon Technologies' global service organization. This role ensures world-class customer support, operational excellence, product reliability, and service profitability across all regions. The Director leads field service, service partners, customer support, repair and RMA operations, spare parts readiness, workforce planning, and customer escalations while serving as the voice of the customer within Persimmon Technologies. The candidate for this position must consent to and pass a background and drug test.

Reports to: Vice President of Sales

Direct Reports: Service Supervisor and Customer Service Manager

Responsibilities and Deliverables:Global Service Leadership

• Lead global service operations, regional resources, and thirdparty providers
• Develop and execute a global service strategy aligned with growth objectives
• Build a culture of accountability, technical excellence, and continuous improvement
• Develop talent and succession plans within the service organization

Customer Support and Relationship Management

• Serve as executive escalation point for critical customer issues
• Build relationships across customers, engineering, quality, operations, and supply chain
• Lead customer business reviews and service performance discussions
• Drive customer satisfaction, retention, and longterm partnerships

Field Service, RMA and Repair Operations

• Ensure global service personnel are trained and certified
• Oversee global RMA and repair operations
• Standardize processes, tooling, and performance metrics across repair locations
• Oversee FAI, failure analysis, and customer returns
• Drive improvements in repair quality and turnaround time

Product Reliability and Quality

• Monitor product performance, reliability trends, warranty costs, and service metrics
• Partner with Operations, Engineering, and Quality on corrective actions
• Ensure accurate reporting of OBQ, FA, RMA, and complaint data
• Use service data to drive product and process improvements

New Product Introduction (NPI)

• Plan and lead service readiness activities for new products
• Ensure training, documentation, tooling, and spare parts plans are completed before launch
• Coordinate with Engineering, Applications, and Product Management for successful deployments

Spare Parts, Supply Chain and Financial Management

• Partner with Supply Chain and Warehouse Operations on global spare parts availability
• Develop inventory strategies to minimize customer downtime
• Own service revenue forecasting, budget planning, and financial performance
• Align resources with customer demand and growth objectives

Cross-Functional Leadership

• Collaborate with Engineering, Applications, Operations, Quality, Supply Chain, Sales, and Marketing on customer satisfaction and product performance
• Ensure customerimpacting changes are reviewed and approved
• Act as the voice of the customer across the organization
• Perform other duties as assigned

Skills Required:

• Global leadership experience managing service operations, regional teams, and thirdparty providers, with the ability to develop strategy, talent, and succession plans
• Strong executivelevel customer relationship management, including escalation handling, business reviews, and driving retention/satisfaction
• Deep knowledge of field service, RMA, and repair operations, including standardization, FAI, failure analysis, and turnaround time improvement
• Analytical skills to monitor reliability, warranty, and quality metrics, and translate data into corrective actions and process improvements
• Crossfunctional collaboration and NPI experience, coordinating with Engineering, Quality, Operations, Supply Chain, Sales, and Marketing
• Financial and supply chain acumen, including budget planning, revenue forecasting, and spare parts inventory strategy

Experience Required:

• 10+ years of progressive leadership experience in semiconductor equipment, robotics, automation, vacuum systems, manufacturing, or related industries.
• Experience leading global service organizations and service provider networks.

Other Requirements:

• Required approx. 30% travel to customer locations which include local, domestic and international locations. (This position is not eligible for visa sponsorship to work USA)
• Work is sedentary in nature, but may require standing, walking, grasping, and lifting/moving up to 25 pounds

Education Required:

• Bachelor's degree in Engineering, Business, Operations Management, or a related field required. Master's degree preferred.

Why Persimmon Technologies?

At Persimmon Technologies, we prioritize our employees' well-being and growth. We offer competitive compensation packages including comprehensive health benefits (medical, dental and vision), generous paid time off, 100% company paid short-term, long-term disability insurance, 100% company paid Basic life and AD&D insurance and a 401(k) plan with 5% company matching. Our commitment to professional development ensures continuous learning and career advancement. Join us and experience a workplace that supports your success and well-being.

Compensation: The compensation range for this position is $130K to $145K per year. The actual pay offered will be determined by multiple factors, including but not limited to the candidate’s relevant experience, skills, job-related knowledge, internal equity, and geographical location.

Equal Employment Opportunity Statement

Persimmon Technologies is committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by law. Reach out to HR if you require assistance in completing the applications or attending interviews.