Head of Service

【Summary】

• Manage multiple service teams to fulfill day-in, day-out customer demand.

• Develop and implement long and short-term strategies, policies, and objectives to achieve company targets and business goals.

• Drive operational excellence by constructive strategies for future business needs, participate in organization expansion planning, and ensure optimal performance in utilization, yield, safety, quality, revenue and cost; manage service P&L as profit center

• Direct service managers to foster a culture of accountability and maintain high employee morale through motivation and coaching.

• Work closely with HQ RnD/service team to prioritize resources to address customer demand.

• Grow service team to be comparable with 1st tier s/c equipment suppliers.

• Find balance between customer satisfaction and revenue/ cost (both materials and people).

【Main Task】

• Define and execute the long-term vision for the local service organization to align with corporate growth and profitability goals.

• Partner with the Sales and Global Account teams to provide technical service roadmaps, participate in quarterly business reviews (QBRs), and ensure service level agreements (SLAs) meet the specific needs of key global clients.

• Oversee field service operations to ensure timely installation, preventative maintenance, and emergency repair of high-complexity semiconductor tools.

• Manage the service department's P&L, including revenue targets from service contracts, spare parts sales, and system upgrades and costs to achieve target market contribution.

• Establish and refine the escalation matrix to resolve complex technical issues, coordinating be-tween local field teams and headquarters-based R&D.

• Optimize inventory management and supply chain workflows to ensure high parts availability while minimizing carrying costs.

• Develop and launch new service products, such as predictive maintenance packages, remote monitoring solutions, and software subscription models.

• Lead recruitment, training, and certification programs for Field Service Engineers (FSEs) to maintain a workforce capable of handling next-generation technology.

• Define and monitor key performance indicators including Mean Time to Repair (MTTR), Mean Time Between Failures (MTBF), and First-Time Fix Rate (FTFR).

• Act as the voice of the customer to R&D and Manufacturing teams to improve equipment reliability and serviceability (DFS - Design for Service).

• Ensure all service activities strictly adhere to international semiconductor safety standards (e.g., SEMI S2/S8) and local environmental regulations.

• Drive the adoption of digital tools, such as CRM systems, AR-assisted troubleshooting, and AI-driven diagnostics to enhance service efficiency.

• Act as the primary point of contact for major site-down situations or systemic equipment issues at key customer fabs.

• Act as the TW project coordinator to lead the site survey, budget planning, construction plan to drive short to long term solutions

【Specific Duties】

• Ensure that service records are maintained through clear instruction and periodic audits.

• Implement detailed customer installation plans and recommend local spare parts inventory Levels.

• Plan daily work schedule within assigned areas to ensure completion of preventive and corrective maintenance.

• Resolve issues and assist customers in identifying and repairing equipment-related process problems.

• Plan, report, attend and lead meetings to facilitate coordination of important issues, including daily and weekly priorities.

• Maintain employee work schedule.

• Retrieve, compile, and report equipment performance indicators to both customer and ZEISS management.

• Schedule technical assistance or training for Field Service Engineers.

• Prepare and complete all required administrative tasks in a timely manner.

【Education】

• Bachelor or master's degree in engineering. Master's degree from foreign countries will be a plus.

【Experience】

• 15+ years in semiconductor industry, vendor side experience preferred.

• Self-motivated, demonstration of working effectively and efficiently without supervision.

• 6+ years experience to manage a team > 50 of technical people.

• Good written and oral communication skills, including presentation skills in both Mandarin and English.

• Proven track record of customer recognition.

• Excellent conflict and risk management skills.

• Supreme problem solving and analysis skills.

• Advances finance P&L background required to manage service profit center accordingly

【Other skills】

• Data analysis, report/presentation skills.

• Leadership capability of leading and growing a team.