Regional Service Manager
3 weeks ago
That's where you come in - we believe our people make it happen. We provide a collaborative, inclusive and flexible work environment along with competitive compensation and comprehensive wellness & benefits programs.
- The Regional Field Service Manager is responsible for managing and undertaking all aspects of field service within a specific region. This includes operation and maintenance of all Edwards' equipment, product delivery, installation, and preventative maintenance support in line with customer agreements and expectations.
- This role will assist in providing direction and co-ordination for regional and on-site service personnel, growing the region's Service business, and providing a regional service customer interface.
- Formulates and executes the Service operation strategies and objectives for the region.
- Manages all aspects of safety for the Field Service team including proactive improvement plans and participation in host customer safety programs and initiatives.
- Manages the scope of supply to the terms of the contract plus additional chargeable (or internally recovered) services.
- Establishes and staffs the region with appropriate personnel to ensure commitments and expectations are met.
- Manages the profitability of contracts to meet or beat budget for Field Service Revenue.
- Identifies, delivers and reports "customer added value" activities to demonstrate the contribution of Edwards to the achievement of customer goals beyond the letter of our contractual commitments.
- Monitors performance of the customer sites to ensure product(s) focus and service procedures are maintained which meet the customer's corporate needs.
- Assists in negotiations and development of the Service contracts for Edwards.
- Ensures subordinates receive proper training to enable them to perform their jobs more efficiently.
- Identifies customer key site personnel and establishes frequent and open discussions to ensure continued growth.
- Monitors competitors' activity and reports such activity factually and promptly.
- Prepares monthly reports to include but not limited to; performance of site metrics, service issues, personnel movement, delivery issues, future expected business (forecasting) and competitive positions.
- Organizes work schedules for subordinates to include both standard and after hours support which is consistent with the Service contracts or regional support.
- Manages inventory effectively to minimize value held and to avoid financial write downs and write-offs.
- Participates actively in at least one quality project during the fiscal year and ensures subordinates do likewise.
- Conducts, at a minimum, a monthly meeting with staff to discuss objectives, performance measurements, safety issues, and policy changes (if necessary), to ensure complete customer satisfaction.
- Develops personal growth and training program for regional Service team to improve skill base and business knowledge to allow multiple avenues of advancement within the organization.
- Participates in the planning and administering of procedures and budgets to meet the meet the business objectives.
- Reviews departmental controls monthly.
- Ensures modifications are included in job descriptions, training programs, or other documentation.
- Reviews housekeeping practice(s) and ensures area(s) are kept orderly and free of hazards.
- Develops in-depth customer profile, by site, to include organizational charts, current Edwards's product installation by process, opportunities, total Edwards's business.
- Ensures compliance with all relevant legislation: i.e. OSHA standards, EPA regulations, etc.
- Develops and conducts department safety surveys covering work methods and conditions according to prescribed schedule. Conducts regular safety talks.
- Conducts thorough accident and incident investigations and implements or arranges for indicated corrective/preventive actions. Completes and submits all required reports within 24 hours of incident.
- Assesses needs, arranges for or provides required training in job skills, safe work practices, and quality. Conducts new employee orientations in work practices, policies/procedures, and safety. Documents all training sessions and submits reports to Human Resources.
- Creates and ensures compliance with department specific safety procedures, rules, and objectives. Incorporates employees' safety-related responsibilities into their job descriptions and evaluates performance against their objectives.
- Conducts regular job-task analysis to determine risks and required safeguards. Provides appropriate tools and evaluates employees' ability to perform tasks safely.
- Adheres to PPE requirements and all safety rules. Attempts to perform only those tasks for which proper training has been received. Reports any observed hazards to supervisor. Participates in corrective measures when appropriate. Maintains a neat and orderly personal area.
- Maintains punctual, regular and predictable attendance; works collaboratively in a team environment with a spirit of cooperation.
- Respectfully takes direction from [supervisor/ manager] and other duties as assigned.
- Bachelors degree level education in mechanical, electrical, chemical engineering or Master's degree in business management.
- Minimum 10 years with a Work experience in one of the following areas; Technical Support, Equipment Service and training and 5+ years managing a department, section or similar group.
- Strong management experience working in a high focus and dynamic environment.
- Strong written and oral communication and presentation skills.
- Perceives self as a "revenue generator" service person.
- Must have proven leadership skills and be able to work within an empowered team framework effectively.
- Proven ability to conceive and implement operational plans and achieve the goals set out by them.
- Must be able to handle multiple tasks simultaneously while maintaining poise under pressure.
- Experience with high vacuum and or exhaust or abatement systems are desirable, as is experience within relevant aspects of the semiconductor manufacturing industry.
- Customer orientated, direct, and assertive, ambitious, enthusiastic, tactful and diplomatic, perseverance, tenacity and good international communicating skills.
- Trained in all company and customer safety programs.
- Through observations of work area(s), is alert to and avoids unsafe behaviors and conditions or other hazards. Reports any observed hazards to supervisor. Participates in corrective measures when appropriate or authorized. Maintains personal area in an orderly fashion, free of hazards.
- Responsible for compliance with all relevant legislation: i.e. OSHA standards, EPA regulations, etc.
- Develops and conducts department safety surveys covering work methods and conditions according to prescribed schedule. Conducts regular safety talks.
- Conducts thorough accident and incident investigations and implements or arranges for indicated corrective/preventive actions. Completes and submits all required reports within 24 hours of incident.
- Becomes familiar with and practices all safety procedures. Seeks clarification or additional information when required. Demonstrates strict adhere to requirements for all safety rules within individual actions and team management.
- Fully participates in assigned training programs to enable individual support and team-based qualification growth.
Edwards is a leading developer and manufacturer of sophisticated vacuum products, exhaust management systems and related value-added services. Edwards solutions are integral to manufacturing processes for semiconductors, flat panel displays, LEDs and solar cells. They are also used within an increasingly diverse range of industrial processes including power, glass and other coating applications; steel and other metallurgy; pharmaceutical and chemical; and for scientific instruments in a wide range of R&D applications.
Edwards has over 4,000 employees worldwide engaged in the design, manufacture and support of high technology vacuum and exhaust management equipment. Edwards has state-of-the-art manufacturing facilities in Europe, Asia and North America.
Benefits Summary:
• Medical
• Dental
• Vision
• 401k with Company Match
• Paid Vacation
• Paid Floating Holidays
• Tuition Reimbursement
• Training and Development
• Parental Leave
• Disability Benefits
• Life and AD&D Insurance
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