Field Service Manager

Field Service Manager

The Field Service Manager leads global service operations and drives a comprehensive service strategy that supports business growth and customer success. This role oversees regional service teams and third-party providers, builds a culture of accountability and technical excellence, and ensures world-class field service, repair, and RMA performance. The Field Service Manager serves as a key executive escalation point for critical customer issues, strengthens long-term customer partnerships, and uses service data to improve product reliability, quality, and overall customer satisfaction.

Responsibilities:

• Provide global leadership for service operations, including regional service teams and third-party providers, ensuring consistent, high-quality service delivery worldwide.
• Develop and execute a global service strategy aligned with company growth objectives, customer expectations, and long-term business goals.
• Build and sustain a culture of accountability, technical excellence, and continuous improvement within the service organization.
• Develop talent across the service organization, including succession planning, skills development, and certification programs for global service personnel.
• Serve as the executive escalation point for critical customer issues, ensuring timely resolution and clear communication with internal stakeholders and customers.
• Build strong cross-functional relationships with customers, Engineering, Quality, Operations, and Supply Chain teams to improve product performance and service outcomes.
• Lead customer business reviews and service performance discussions, presenting service metrics, reliability data, and improvement plans.
• Drive customer satisfaction, retention, and the development of long-term strategic partnerships through proactive service leadership.
• Ensure global field service personnel are properly trained and certified on semiconductor equipment, robotics, automation systems, vacuum systems, and related technologies.
• Oversee global RMA and repair operations, ensuring standardized processes, tooling, and performance metrics across all repair locations.
• Standardize procedures for FAI (First Article Inspection), failure analysis, and customer returns, ensuring consistent quality and accurate root cause identification.
• Drive continuous improvements in repair quality, turnaround time, and overall service responsiveness.
• Monitor product performance, reliability trends, warranty costs, and key service metrics, using this information to identify issues and opportunities.
• Partner closely with Operations, Engineering, and Quality teams to define and implement corrective actions that address product and process issues.
• Ensure accurate reporting of OBQ, failure analysis (FA), RMA, and customer complaint data, and use these insights to drive product and process improvements.
• Plan and lead service readiness activities for new product introductions (NPI), ensuring service teams are prepared prior to launch.
• Ensure completion of service-related training, documentation, tooling, and spare parts plans before new products are released to customers.
• Coordinate with Engineering, Applications, and Product Management to support successful product deployments and field performance.
• Collaborate with Supply Chain and Warehouse Operations to ensure global spare parts availability that minimizes customer downtime.
• Develop inventory strategies and service policies that balance cost efficiency with high levels of customer uptime and satisfaction.
• Own service revenue forecasting, budget planning, and financial performance for the global service organization.
• Align service resources and staffing with customer demand, installed base growth, and strategic business objectives.
• Collaborate cross-functionally with Engineering, Applications, Operations, Quality, Supply Chain, Sales, and Marketing to improve customer satisfaction and product performance.
• Act as the voice of the customer in cross-functional reviews, ensuring customer-impacting changes are thoroughly evaluated and communicated.
• Provide leadership and guidance on troubleshooting complex electromechanical systems and high-tech capital equipment in the field.
• Maintain strong internal executive relationships to align service priorities with broader business strategy and objectives.
• Perform other duties as assigned to support the success of the service organization and overall business.

Essential Skills:

• Proven experience leading global service teams and operations, including management of regional resources and third-party service providers.
• Demonstrated ability to develop and execute a global service strategy focused on growth, technical excellence, and team development.
• Strong customer relationship management skills, including handling executive-level escalations and leading customer business reviews.
• Track record of improving customer satisfaction, retention, and long-term partnerships through proactive service initiatives.
• Extensive knowledge of field service operations, including RMA and repair processes, service standardization, FAI, failure analysis, and turnaround time improvement.
• Hands-on experience with global service, RMA, troubleshooting, NPI, failure analysis, FAI, and customer support in complex technical environments.
• Analytical skills to monitor reliability, warranty, and quality metrics and translate data into corrective actions and process improvements.
• Experience collaborating cross-functionally with Engineering, Quality, Operations, Supply Chain, Sales, and Marketing to resolve customer issues and improve product performance.
• Financial and supply chain acumen, including budget planning, service revenue forecasting, and spare parts inventory strategy development.
• Minimum 610 years of leadership or management experience, including 68 years specifically in service leadership or management roles.
• Experience managing internal executive relationships and customer relationships at a high level.
• Ability to function autonomously in a global environment, making decisions and setting priorities with limited supervision.
• Experience in semiconductor equipment, robotics, automation systems, vacuum systems, manufacturing, or related industries involving highly complex electromechanical systems, machinery, or instrumentation.
• Strong management and leadership skills, including team building, coaching, and performance management.
• Ability and willingness to travel approximately 30% of the time to local, domestic, and international customer locations.
• Ability to troubleshoot and understand complex electromechanical systems and high-tech capital equipment.
• Bachelor's degree in Engineering, Business, Operations Management, or a related field is required.

Additional Skills & Qualifications:

• Master's degree in Engineering, Business, Operations Management, or a related discipline is preferred.
• Deep understanding of the semiconductor industry, its customers, and typical field service expectations.
• Experience with robotics, automation, or vacuum technology, or closely related high-complexity electromechanical machinery or instrumentation.
• Experience in capital equipment and advanced automation systems used in manufacturing or semiconductor environments.
• Strong leadership presence and communication skills, with the ability to represent the service organization to executives and customers.
• Ability to build and maintain collaborative relationships across Engineering, Applications, Operations, Quality, Supply Chain, Sales, and Marketing.
• Comfort working with performance metrics, service dashboards, and data-driven decision-making.
• Capability to support and guide teams in failure analysis, FAI processes, and root cause investigations.
• Physical ability to occasionally stand, walk, grasp, and lift or move up to 25 pounds as part of service and operations activities.

Job Type & Location:

This is a Permanent position based out of Bedford, MA.

Pay and Benefits:

The pay range for this position is $130000.00 - $145000.00/yr. Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

We offer competitive compensation packages including comprehensive health benefits (medical, dental and vision), generous paid time off, 100% company paid short-term, long-term disability insurance, 100% company paid Basic life and AD&D insurance and a 401(k) plan with 5% company matching

Workplace Type:

This is a fully onsite position in Bedford,MA.

Application Deadline:

This position is anticipated to close on Sep 9, 2026.