Service Manager

Description

Nova is seeking an experienced Account Service Manager to lead service operations and drive service business growth for a key customer across its sites in the United States.

The Service Manager is accountable for service delivery, customer satisfaction, operational performance, team development, and service revenue growth for the assigned account.

The position will work closely with the Global Account General Manager, global service organization, relevant divisions, and Nova headquarters to align service strategy, develop business opportunities, and support customer escalations.

The successful candidate will combine strong technical expertise in semiconductor capital equipment with business acumen, customer orientation, and proven service leadership experience.

Why Nova:

• Certified Great Place to Work: Recognized between 2022-2026 based on employee feedback, and consistently ranked among the Top 30 companies in our industry for workplace excellence.
• Customer-Focused Environment: Be the face of Nova. We value strong relationships, and you'll work closely with customers to understand their needs and deliver high-impact solutions.
• Culture of Continuous Learning: At Nova, growth never stops. You'll work with cutting-edge metrology tools, work with top engineers, and participate in ongoing industry training programs.

Role Responsibilities

Account Service Operations & Team Leadership
• Lead service operations for the assigned account across its U.S. sites, ensuring effective execution and achievement of operational and business objectives.
• Manage, coach, and develop the service team supporting the account, including workload allocation, priorities, performance management, customer interactions, reporting, and service activities.
• Build and maintain a high-performing, collaborative, and customer-focused service team.
• Establish clear performance expectations and ensure the team has the resources, technical support, and direction required to meet customer commitments.
• Monitor service performance, identify operational gaps and risks, and implement corrective and preventive actions.
• Ensure consistent service processes, standards, and best practices across the customer's supported U.S. locations.

Customer Satisfaction & Escalation Management
• Develop and maintain strong relationships with key stakeholders across the assigned customer account.
• Proactively understand customer needs, priorities, and service expectations.
• Serve as the senior service focal point for the account in the U.S.
• Lead complex technical and service escalations, coordinating regional, divisional, and headquarters resources.
• Represent Nova during customer reviews, escalation meetings, and operational discussions.
• Ensure clear and timely communication throughout escalation and problem-resolution processes.

Service Business Growth
• Drive service revenue growth within the assigned account.
• Identify and develop new service business opportunities aligned with the global account strategy.
• Promote Nova's service offerings, including service contracts, value-added services, upgrades, and other relevant solutions.
• Maintain a healthy service opportunity pipeline and provide timely forecasts to account leadership.
• Partner with Account Management and commercial teams to develop service proposals and increase the value delivered to the customer.
• Balance customer satisfaction, operational requirements, revenue objectives, and profitability.

Global Account Support
• Support the global service strategy for the assigned account in partnership with the Global Account General Manager, regional service organizations, divisions, and headquarters.
• Provide visibility into U.S. service opportunities, forecasts, risks, and customer requirements.
• Support global escalations related to the assigned account and coordinate necessary U.S. and headquarters resources.
• Strengthen coordination between the U.S. customer organization, global account team, divisions, and Nova headquarters.
• Share customer feedback, service-performance insights, lessons learned, and best practices across the global account.
• Support opportunities to improve service execution and expand Nova's service business with the customer globally.

Requirements
• Bachelor's degree in Engineering, a technical discipline, Business Administration, or a related field.
• At least five years of experience in a managerial or service leadership role.
• Demonstrated experience managing service operations within the semiconductor capital-equipment industry.
• Strong understanding of semiconductor manufacturing environments, equipment-service requirements, and customer expectations.
• Proven experience leading complex technical and customer escalations.
• Experience managing and developing technical service teams across multiple customer sites.
• Demonstrated ability to drive service business growth and develop commercial opportunities.
• Strong business acumen combined with technical expertise.
• Excellent communication, presentation, negotiation, and stakeholder-management skills.
• Strong customer-focused and service-oriented mindset.
• Ability to work effectively across regional, divisional, and global teams in a matrixed organization.
• Ability to manage multiple priorities in a fast-paced, customer-facing environment.
• Ability to travel domestically and internationally up to 20%.

Get to know us better:

Nova (NASDAQ: NVMI) is a global company and a leading provider of innovative metrology solutions for process control in semiconductor manufacturing.


With a team of ~1200 people in three R&D centers and 27 field offices, we bring insights into the world's most advanced industry. We leverage multiple technology fields such as physics, optics, chemistry, and algorithms to develop hardware and software solutions that measure almost every advanced computer chip built in the world.

Nova dives deep into dimensions and layers at the atomic level to extract unique insights and provide our customers with crucial decision-making data, managing critical challenges by providing unique, differentiated solutions.


Our outstanding people-focused and innovative culture means every person at Nova has the power to make an impact and significantly redefine what people can achieve through technology.

Join us if you are

A dreamer and brilliant high aimer who sees the impossible as the starting point and loves working in a multidisciplinary global team to create innovative breakthroughs.

If you need assistance due to a disability, you may contact us at View email address on click.appcast.io