Commercial Manager: Product Support and Field Service

Commercial Manager: Product Support and Field Service

Advantest Test Solutions, Inc. (ATS), is looking for a Commercial Manager of Product Support & Field Service to join our team in Lake Forest, CA. ATS is a leading provider of massively parallel electronic test systems that includes System Level Test (SLT), burn-in and semiconductor/module tests. ATS has an exciting line of high-performance test systems that support the semiconductor industry around the world.

The Commercial Manager of Product Support and Field Service is responsible for overseeing the commercial aspects of the ATS's Field Service operations. This includes managing global supplier contracts, customer pricing strategies, service delivery, financial performance, and ensuring that the FS team meets both client expectations and organizational objectives. The role requires a strong understanding of Field Service operations, financial acumen, contract management, and customer relationship management. Advantest is a fast paced, dynamic environment so this individual must be able to handle rapidly changing work assignments. Frequent travel overseas to establish and maintain relationships with key customers, local support teams and overseas subcontractors is a must.

Essential Duties & Responsibilities:

• Contract and Pricing Management:
  Develop and manage supplier field service contracts, ensuring they are aligned with company policies and profitability targets.
  Negotiate pricing, terms, and conditions with customers, suppliers, and subcontractors.
  Monitor contract compliance, ensuring service level agreements are met.
• Financial Oversight :
  Manage the financial performance of field service operations, including budgeting, forecasting, and cost control.
  Analyze financial data to identify areas for improvement in service delivery and profitability.
  Prepare and present regular financial reports to senior management.
• Customer Relationship Management :
  Build and maintain strong relationships with key customers, ensuring high levels of satisfaction and retention.
  Address and resolve any commercial or service-related issues that arise.
  Collaborate with the sales team to quote services, consumable replenishment, and identify opportunities for upselling or cross-selling additional services.
• Service Delivery Optimization:Monitor and improve internal service delivery processes, ensuring efficient use of resources and optimal customer outcomes.
  Work closely with field service technicians and managers to address operational challenges.
  Ensure the right balance between service quality and cost efficiency.
• Team Leadership and Coordination :
  Coordinate with cross-functional teams (operations, sales, finance, HR) to ensure smooth service delivery.
  Provide training and support to the team on commercial and operational best practices.
• Compliance and Risk Management :
  Ensure compliance with legal, regulatory, and company standards in all field service activities
  Identify and mitigate commercial risks, including contractual disputes or service delivery issues.
• Market and Competitor Analysis:
  Keep abreast of industry trends, market conditions, and competitor activities to inform commercial strategies.
  Propose adjustments to pricing, services, or contracts based on market intelligence.
• Domestic and International business travel is a requirement of this position - up to 40% travel to overseas locations and customers is anticipated.
• All other duties as required

Requirements, Education & Skills:

• Bachelor's degree in Business, Engineering, or a related field (Master's degree or relevant certifications preferred) or MBA with an experience in technology support management.
• Minimum 5-7 years in a commercial management role, preferably within field service, operations, or a related industry. (Semiconductor equipment market is preferred.)
• Excellent communication, negotiation, financial management, analytical abilities, presentation, documentation and interpersonal
• Proficiency in contract management and commercial tools.
• Leadership and team management experience.
• Ability to handle complex situations with a customer-focused approach.
• Fluency in an international language, specifically in English and Mandarin are
• Familiarity with international labor laws would be helpful.
• This is an on-site role in our Lake Forest, CA office
• All other duties as required.

Key Performance Indicators (KPIs):

• Profit margins on service contracts, spares and consumables
• Customer satisfaction and retention rates
• Service delivery time and cost efficiency
• Contract renewal and upsell success rate
• Financial targets (revenue, cost control, etc.)