Technical Service Delivery Manager
7 days ago
Job Summary
We are seeking a highly experienced Technical Service Delivery Manager to lead our service operations team at Applied Materials.
About the Role
This is a full-time position that requires travel. We estimate the salary for this role to be in the range of $120,000 - $180,000 per year, depending on experience and location.
The successful candidate will have 7-10 years of experience in technical service delivery, with a proven track record of driving customer satisfaction, reducing cycle time, and empowering the workforce through quality improvement processes.
Key Responsibilities:
- Forecasts financial, manpower, and operational requirements for key businesses (start up, warranty, service agreements, paid service) and identifies opportunities for growth.
- Manages start-ups in terms of time and cost requirements, ensuring timely and within-budget execution.
- Develops and maintains local inventory management strategies to minimize waste and optimize resource utilization.
- Maintains DSO (Days Sales Outstanding) in line with organizational goals, while ensuring employee satisfaction and well-being.
- Ensures customer satisfaction with Company service and system performance through regular communication and issue resolution.
- Hires, trains, and develops customer engineers as necessary to support regional business objectives.
- Establishes training and career development plans to enhance employee skills and promote career advancement.
- Develops and implements safety practices among customer engineers, emphasizing employee well-being and adherence to regulatory requirements.
- Identifies and develops managerial and specialist talent, providing coaching and mentoring to ensure their growth and success.
- Escalates system downtime according to valid procedures, ensuring earliest possible return to service.
- Reports in a timely and accurate manner as required, providing insights into performance metrics and areas for improvement.
Functional Knowledge:
- Demonstrates in-depth understanding of concepts, theories, and principles in own job family and basic knowledge of other related job families.
Business Expertise:
- Applies understanding of the industry and how own area contributes to the achievement of organizational objectives.
Leadership:
- Manages a generally homogeneous team, adapting plans and priorities to meet service and/or operational challenges.
Problem Solving:
- Identifies and resolves technical, operational, and organizational problems in a timely and effective manner.
Impact:
- Impacts the level of service and the team's ability to meet quality, volume, and timeliness objectives.
- Guided by policies and resource requirements within the business unit, department, or sub-function.
Interpersonal Skills:
- Guides, influences, and persuades others internally in related areas or externally to achieve shared goals.
Qualifications:
- Bachelor's Degree in a relevant field.
- 7-10 years of experience in technical service delivery.
Skills:
- Strong leadership and problem-solving skills.
- Excellent communication and interpersonal skills.
- Able to work independently and as part of a team.
- Proven track record of driving customer satisfaction and reducing cycle time.
Benefits:
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