Service Director

Axcelis Technologies Inc.

  • Hsinchu City
  • Permanent
  • Full-time
  • 3 months ago
(1) Customer Strategy and Operational Plans:
 Support the Axcelis Global Customer Operations strategy through assisting in the
development and deployment of Account and territory plans, completing call plans, driving
completion of upgrade action plans and acting as customer advocate towards internal Axcelis
functions
 Identifying customer solution opportunities across all Axcelis products
 Responsible for growing Axcelis market share for non-new-systems products and supporting
the growth of the overall Axcelis market share in the designated region
 Together with the Country Manager and Account Management sell Axcelis solutions to
assigned customers
 Meet revenue targets of non-system products (such as but not limited to used tools, upgrades,
trainings, parts, spares, labor and other service contracts) and support meeting targets for
Axcelis systems
 Negotiate non-standard service products such as non-standard warranty coverage or others
during systems sales negotiations
 Negotiate the sale of products which improve the solution provided to the customer, that
includes but is not limited to hardware and software upgrades; generate written quotes and
maintain the Call and Closing plan system
 Negotiate global Volume Purchase Agreements (VPA) for Strategic Accounts
 Funnel new product development based on customer solution needs analysis
 Establish budgetary requirements and manage budgets within provided guidelines; approve
expenditures, capital investments and other matters related to managing the region (i.e.headcount, inventory, etc.) for meeting the overall regional targets
 Oversee reporting of financials for designated region
 Generate management reports to track and measure regional performance in all phases of the
(service) business
 Ensure that service standard quality and parts quality is meeting customer expectations and is
within specifications.

(2) Driving Customer Satisfaction:
 Ensure region establishes and maintains superior customer relationships on all required levels
 Manage business operations for a region across assigned offices and customer sites and
ensuring delivering customer solutions day-to-day and long-term on the committed level
 Actively manage customer relationships for the region by anticipating customer satisfaction
challenges and creating solutions to avoid them, addressing product performance issues, solve
parts & consumable issues or general quality issues
 Address customer requirements and finding solutions for non-standard service products for a
customer-Axcelis win-win-situation
 Customer Escalation Management
 “Voice of the Customer” towards the factory and other Axcelis functions
 Propose, project manage and deploy processes and systems to quantify and measure the
regional service performance; ensure implementation of product performance reporting.

(3) People Management of assigned team(s):
 Lead (Senior) District Managers, Supervisors, Lead Engineers and - as required if based in
the region – heads of the Aftermarket function in manpower planning and management of
Human Resources to support regional requirements
 Manage and develop talent of direct reports; supervise the talent development of the region
 Direct and assist assigned managers and supervisors in all phases of employee supervision
and development
 Ensure and supervise regional data collection and systems upgrades based on corporate
standards
 Provide direction to managers, supervisors and other direct reports in the administrative
function in accordance with established policies, procedures and practices. Time reporting,
expense reporting, inventory usage and reordering, and customer uptime reporting are
examples of this function.

Required Skills

Education and/or Experience:

Bachelor's degree from four-year college or university, 10+ years related experience in a similar role and 20+ years supervising or managing FSEs and Field Service Supervisors and/or Managers; or equivalent combination of education and experience.

Technical or Master's degree preferred.

Certificate/Licenses/Special Requirement:

Travel on short notice. Percent of travel required up to 50%
Flexible to work any assigned shift and/or extended hours.
Must be able to carry a mobile phone outside of assigned working hours.
Must possess a valid Drivers License to operate (company) vehicles required to service equipment at various locations.

Other Skills and Abilities:
Ability to: Read, write, comprehend and speak English and local language sufficiently well to perform
job functions.
Interface with multiple departments to ensure consistent and effective communication. Build relationships with
customers/vendors/department contacts. Apply ingenuity and logic to resolve complex electronic, electrical,
pneumatic, mechanical assembly, drive mechanism, and software systems problems for all Axcelis products.
Recommend improvements to enhance equipment uptime. Maintain technical proficiency on semiconductor
equipment. Insight on fab operations from a customer's perspective. Understanding of parts logistics and inventory
management.
Skilled at: Customer service; Microsoft Products and general computer skills including ERP systems; Project
Management skills; Financial models;
Knowledge of: Customer Focus; Semiconductor Equipment/parts; Axcelis Specific policies (T&E)

Required Experience

Education and/or Experience:

Bachelor's degree from four-year college or university, 10+ years related experience in a similar role and 20+ years supervising or managing FSEs and Field Service Supervisors and/or Managers; or equivalent combination of education and experience.

Technical or Master's degree preferred.

Certificate/Licenses/Special Requirement:

Travel on short notice. Percent of travel required up to 50%
Flexible to work any assigned shift and/or extended hours.
Must be able to carry a mobile phone outside of assigned working hours.
Must possess a valid Drivers License to operate (company) vehicles required to service equipment at various locations.

Other Skills and Abilities:
Ability to: Read, write, comprehend and speak English and local language sufficiently well to perform
job functions.
Interface with multiple departments to ensure consistent and effective communication. Build relationships with
customers/vendors/department contacts. Apply ingenuity and logic to resolve complex electronic, electrical,
pneumatic, mechanical assembly, drive mechanism, and software systems problems for all Axcelis products.
Recommend improvements to enhance equipment uptime. Maintain technical proficiency on semiconductor
equipment. Insight on fab operations from a customer's perspective. Understanding of parts logistics and inventory
management.
Skilled at: Customer service; Microsoft Products and general computer skills including ERP systems; Project
Management skills; Financial models;
Knowledge of: Customer Focus; Semiconductor Equipment/parts; Axcelis Specific policies (T&E)

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