Job Description

About Veeco

You probably don’t realize it, but what we do at Veeco touches the lives of every person, every day. It’s a bold statement, but it’s true. From the smartphones in our pockets that access the world’s collective knowledge, to the cloud-based services where all that information lives, to high-speed wireless communication and computing power needed to drive artificial intelligence, augmented and virtual reality, gaming and so much more, our technology is all around us.

We design, develop, manufacture, and service highly complex, cutting-edge machines used by our customers to create the essential devices that drive the digital age, connect the world, and improve the human experience. Along with the world’s leading technology companies, many of which are household names, we help solve their most difficult material science challenges, enabling technologies for a more connected, sustainable, and convenient world.

We’re looking for material difference-makers to join our growing team. Interested? Learn more at www.veeco.com/careers.

Overview

Veeco is looking for a Director, Field Service, to manage a strategic customer in North America and its matrix global sites in Asia. This person will be responsible for strategic planning and management of installed based performance inclusive of, but not limited to, evaluations, installations, maintenance, warranty, contracts, and billable services for a strategic customer’s sites.  They will ensure prompt and efficient service and will be directly responsible for assigned Leaders and Field Service Engineers. 

Location: Boise, Idaho with travel to Asia

Responsibilities

• Direct and oversee field service activities including safety and quality installed base performance.
• Manage, plan and drive business growth strategies and execution.
• Ensure customer specific field service projects are completed within budget/deadline to meet customer needs.
• Oversee the scheduling and training of direct field service representatives including skill level, customer site requirements and company policies.
• Handle service contracts and direct support services to meet all customer contractual obligations and commitments.
• Ensure all customer issues are satisfactorily resolved utilizing global technical support, engineering, manufacturing, and other teams as needed.
• Provide leadership, direction, and continuity in the areas of field service operations, staffing/manpower optimization and forecast data.
• Manage all aspects of recruitment, orientation, training, evaluation, and development of personnel including administrative and expense control monitoring for all service headcount in the area under his/her direction. 
• Ensure that customer sites are meeting all standards and metrics with active participation in corrective action programs.
• Maintain and initiate direct contact with customer through daily and weekly on-site meetings to ensure customer satisfaction.
• Participate with other personnel in global strategic teams to correct major field problems, improve service processes or develop new customer programs as situations evolve.
• Ensure best practices are implemented and shared across all customers within assigned territory. Lead and assist with continuous profitable growth year after year, through innovative solutions delivered in a repeatable, scalable and cost-effective manner.  

Qualifications

Bachelor's degree in a technical field and a minimum of 8 years of experience managing operational field service and/or customer relation teams in the semiconductor capital equipment industry is preferred. An equivalent combination of education and experience will be considered. Experience managing a key customer site with staff of 10 or more is a plus; people management experience is required.

Knowledge, Skills And Abilities

• Motivated to achieve self and team goals while ensuring that goals represent business objectives
• Demonstrated ability to motivate and communicate with others at all levels
• Strong influencing skills. Able to build strong relationships to deliver service improvements
• Excellent communication, leadership, coaching, and mentoring skills
• Able to adapt and succeed in a changing environment
• Must be able to travel to multiple site locations including internationally up to 30% of the time

The expected salary range for this position is $118,000 - $150,000 + bonus + benefits. When determining your pay, we will consider your location, experience, and other job-related factors. If your salary requirements are higher than the advertised range and you remain interested in career opportunities with Veeco, we encourage you to apply or email your resume to recruiting@veeco.com.

Veeco is an Equal Opportunity/Affirmative Action Employer. Applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, protected veteran status, disability, or any other characteristics protected by applicable federal, state or local law.