Orbotech San Jose, CA, United States
Jan 30, 2018Full time
Job Description Orbotech is looking for a Service Manager to lead and manage the Flat Panel Display (FPD) division's Array Checker and Array Saver customer projects deliveries and sales orders. We are looking for an experienced customer service manager which is highly motivated, skilled and cross functional professional showing leadership skills aimed at achieving external and internal customer satisfaction in a targeted business time frame. What we need is a cross-disciplinary manager experienced in service support mainly working within capital equipment, experience in working and understanding cleanroom environments with an emphasis on service aspects, and diverse, cultural working environments with emphasize on the Far East regions. Responsibilities Field and Back office main point of contact Customer Support Back Office Management Daily Management of all delivery aspects between Back Office and Field organizations Understand and drive the FPD Division external and internal customer needs, expectation while representing the customer within the organization in all aspects. Assume full ownership and responsibility of all customer project deliveries within the division (From Pre-Sell activity and on) Follow-up the systems' configuration and options with Sales Team /Marketing / R&D / Operation communicate & Manage final specification to Orbotech relevant groups Initiate, trigger and drive necessary R&D team related activities in regards to options, features and customizations Own and be accountable for projects' progress as well as escalate and lead to solutions for technical and material issues affecting project delivery date Plan & Manage Customer Visits to the back office Manage Daily monitoring of on-site projects installation, activities and progress. Guide and assist local team in their daily work inside the Fab, as well as within Orbotech Solicit feedback from/to customers to assess and drive customer satisfaction Initiate and implement opportunities for improvement and development of new efficient procedures Identify quality gaps within the division's current MOO (R&D, CS, Sales, Finance) and lead a plan to solve them Insure Quality delivery of EQ / Parts / Process to the field while proactively monitor trends and improve process using statistical control procedures. Manage professional team of 2-3 employees Knowledge management and knowledge transfer to the field Education/Background 10 + Years Proven experience in field / back office Customer Service Management Industrial/Manufacturing/Mechanical/Electrical/Engineering or equivalent experience Managerial skills and a proven record of managing direct employees Experience working in the FPD/PCB/Semiconductors capital EQ industry is an advantage Experience working in cleanroom environments Certifications including Quality Auditor, Quality Engineer, Quality Improvement Associate, Six Sigma would be advantages Ability to lead and manage process within different cultural environment and without direct management (cross organization influence) Project Management, organizational and prioritizing skills; problem solving Proficiency in Microsoft Word, Excel, Power Point, Outlook Willingness to travel abroad, at least once per quarter for 2 to 3 weeks About Photon Dynamics (an Orbotech Company): We are the leading provider of yield management solutions to the flat panel display, or FPD, industry. We also offer yield management solutions to the printed circuit board, or PCB, assembly and advanced semiconductor packaging industries. Our test, repair and inspection systems are used by manufacturers to collect data, analyze product quality and identify and repair product defects at critical steps in the manufacturing process. About Orbotech: Virtually every electronic device in the world is produced using Orbotech systems. For over 30 years, Orbotech has been a market leader in developing cutting edge inspection, test, repair and production solutions for the manufacture of the world's most sophisticated consumer and industrial electronics. Orbotech has over 2,500 employees in 50 offices around the globe: North America, Europe, Japan, and Asia Pacific. The company's headquarters are located in Israel as well as R&D and production of many of its product lines. When applying, please note that you saw the job posted on the NOVA Job Board. If you need help with your resumé, please see a NOVA Career Advisor. Notice to Employment Agencies and Professional Recruiters: ORBOTECH will not accept unsolicited resumes from any source other than directly from a candidate. Any employment agency or professional recruiter (Agency) that submits an unsolicited resume to ORBOTECH's career site or directly to any employee, does so with the understanding that the resume will become the property of ORBOTECH. ORBOTECH will have the right to hire that candidate at its discretion without any fee owed to the Agency. Agencies that have fee agreements with ORBOTECH and have been engaged on a specific search shall follow the submission process outlined by the ORBOTECH recruiter with whom they are partnering with on the search. All inquiries by Agencies to become a provider of recruiting services must be directed to and approved by ORBOTECH's Head of Talent Acquisition.