Senior Field Service Manager
CurrentTransferred to the Semiconductor Division in 2016 to serve as the North America Field Service Manager, and oversee various equipment that includes X-Ray technologies such as TXRF, XRF, XRR, and XRD in addition to Automated Atomic Force Microscopes (AAFM). Engage in project management, customer management, P&L oversight, coordination and negotiation of training programs for the team, and extensive problem solving. Supervise the performance and tasks of 15 team members and serve as a key influencer on various aspects of the business that include developing key in-line parameters such as MTTR, MTBF, utilization, time to ship, and more.Oversee the performance of other regional managers to ensure appropriate processes and best practices adherence.Played a key role in the startup of the current CRM software utilized by the global team.Deliver key comprehension of how the semiconductor industry operates, and promote SEMI -E10 standards and SECS/GEM expectations on service training and protocols. Develop KPIs to improve engineering performance through data-driven solutions.Work with customers’ best known engineering methods to arrive at quick solutions through root cause analysis that included, but not limited to, 8D, 5 Whys, Ishikawa Diagrams.Develop and sell service contracts of systems coming out of warranty, working with cross-functional teams to ensure profitability and win-win solutions.Coordinate with customers to ensure the timely installation of multiple substrate process and metrology systems, managing the installation team and verifying that issues are resolved for on-time system acceptance.
