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Service Department Director

2 months ago


Brighton, Colorado, United States Forge Nano Full time

**Job Summary**

Forge Nano Inc., a leading manufacturer of nano-scale coating equipment, is seeking an experienced Service Department Director to oversee the customer service experience and drive growth in the equipment support department.

**Key Responsibilities**

• Manage the parts, service, and support team to ensure prompt response to customer inquiries and efficient resolution of issues

• Coordinate and dispatch personnel for installations and field service visits to ensure quality and customer satisfaction

• Develop and implement a growth plan, strategy, and budget for the customer service department to drive business expansion

• Manage documentation for the department and service procedures, processes, and best-known-methods to ensure compliance and efficiency

• Collaborate with the sales team to identify and convert aftermarket opportunities and drive revenue growth

• Manage and improve spare parts inventory system to minimize downtime and maximize customer satisfaction

• Maintain a safe work environment and ensure adherence to OSHA regulations and company safety standards

• Work closely with customers and internal stakeholders to understand key issues and evolve our offerings to meet their needs

• Initiate management of change or corrective action requests for continual improvement and process optimization

**Requirements**

• Bachelor's degree with 6+ years of experience in a customer-facing role, with direct reports

• OR Technical Associate's degree or equivalent military training with 8+ years of experience

• Industry-relevant field-service and customer service experience, preferably in the semiconductor industry

• Proficient in Microsoft Office Suite, including Outlook, Excel, and Word

• Ability to travel and work in a fast-paced environment

**Preferred Skills**

• Excellent customer-facing communication skills

• Experience following and/or writing work instructions and standard operating procedures

• Diligent organizational skills and ability to prioritize tasks with stringent deadlines

• Flexibility to take support calls outside of business hours

**Work Environment**

The Service Department Director will work in a large technical facility, remotely, and at customer locations, often in cleanrooms and frequently with minimal physical clearance. The employee will be required to wear all appropriate safety equipment, including eye protection, gloves, steel toe shoes, and a lab coat. The employee will be subject to customer safety policies and procedures during field service visits.

**Physical Demands**

The physical demands described here are representative of those that must be met by an employee to perform successfully the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The employee occasionally will work near moving mechanical parts.

• The noise level in the work environment is moderate.

• While performing the duties of this job, the employee is regularly required to talk or hear.

• The employee frequently is required to stand; walk; and reach with hands and arms.

• Lifting of containers upwards of 50lbs will be required periodically.

**Travel**

Regular travel is expected for this position.

**Compensation**

Salary: $85-100k depending on experience

Medical/dental/vision/disability and life insurance, holidays, PTO, Flexible Spending Account, and 401(k) plan