Global Field Services Director

This is a fully remote position, open to applicants in California.

📋 Description

• Direct the global field service strategy and operational model for a semiconductor installed base through regional and service leaders.

• Set global and regional goals along with scorecards, and conduct standardized operating reviews to enhance execution.

• Collaborate with Business Units, Product/Service Product Management, Sales/Key Account teams, Quality, Engineering, Operations, and Supply Chain to synchronize priorities, manage escalations, and resolve systemic issues affecting customers.

• Oversee the service commercial rhythm with regional leaders to increase profitable service revenue while enhancing customer outcomes.

• Lead the global parts and spares strategy and planning in cooperation with Operations to ensure fab uptime commitments.

• Guarantee field readiness for new product launches and modifications (service plans, training/certification, tools, documentation, safety/cleanroom protocols, and feedback on design for service).

• Establish global training, qualification, and knowledge-sharing standards (playbooks, technical forums, lessons learned) to facilitate consistent execution across regions and shifts.

• Enhance organizational capability by mentoring and developing leaders; create succession plans, improve performance management, and scale best practices across regions.

• Propel operational excellence using standardized methods (lean/continuous improvement) and a global KPI framework; identify systemic constraints and implement cross-functional improvements to diminish downtime and enhance customer experience.

• Ensure governance of service management systems, including data integrity, compliance with necessary processes, and adoption across regions.

• Manage the voice-of-customer loop for services; transform field and key account insights into corrective measures, service playbook updates, and enhancements in product/serviceability.

• Foster a culture centered on lean practices to maximize service delivery efficiency and responsiveness.

• Lead strategic and tactical planning for the field services organization.

• Establish measurable and realistic global and regional performance objectives in collaboration with service leadership and regional sales teams.

• Provide resource planning including headcount, budgeting, and inventory aligned with overall growth and regional goals.

• Collaborate with service product management and BU leadership to define field requirements and implementation strategies for new services and products.

• Assist in the escalation process for customer issues.

• Monitor and promote enhancements in escalation response and resolution times.

• Provide leadership in addressing high-priority or ongoing escalations, coordinating with QA, engineering, manufacturing, and BU leadership as necessary.

• Communicate voice-of-customer feedback to business units and operations regarding product quality, delivery, and performance challenges.

• Partner with the global EHS organization to continually assess and enhance safety practices.

⛳️ Requirements

• A bachelor's degree is required (Engineering, Operations, or a related field); an advanced degree is preferred or equivalent experience is acceptable.

• Over 10 years of progressive leadership experience in field service/service operations for semiconductor capital equipment, sub-fab systems, or critical fab support (including managing leaders across regions).

• Strong operating discipline with service systems of record (ERP/CRM/service management), installed base data, and analytics/dashboarding to manage performance on a large scale.

• Proven ability to lead across diverse cultures and geographies and communicate effectively with executive stakeholders, key accounts, and internal cross-functional partners.

• Service-commercial acumen: experience in influencing/owning budgets, forecasting, and service contract strategy while collaborating with Sales to secure and retain business.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Retirement savings plan with company matching.

• Opportunities for professional development and career advancement.

• Flexible work environment and work-life balance support.