Engineering Services Manager Jobs

Our client, a leading manufacturer of manual and automated semiconductor programming systems is looking for a skilled Engineering Service Manager, to oversee their day-to-day service operations across the US and the greater Americas.

Location: Greater Seattle area

Note: Must be a US Citizen or Permanent Resident (Greencard) to qualify.

The Engineering Services Manager will ensure current service processes are followed for timely response and resolution of customer service requests to achieve satisfactory customer service levels.

General Responsibilities

• Ensure accurate and up-to-date training is completed for all existing and new service engineers, both internal and external, in the Americas region.
• Handle customer calls for issues with automated systems, managing any escalations and communicating up to senior management.
• Manage local Field Engineers
• Oversee and organize the repair process for internal and external customers.
• Responsible for all aspects of talent management for the Americas Service team (recruitment, onboarding, performance management, etc.)
• Regularly review terms of company's service contracts to ensure relevancy to customer needs and business goals.
• Lead Regional Service Meetings and regularly interacts with other departments, specifically the local sales team, attending special meetings as needed.
• Maintain strong communication with leadership to keep service objectives aligned to company goals.
• Responsible for managing any contracts with Service Rep organizations within the Americas region, ensuring necessary resources and/or tools are available for service delivery in line with Our client standards.
• Act as main contact for production for final checks on newly built systems.
• Oversee all service requests for the Americas, assigning to appropriate persons, ensuring follow-up and timely response occurs while managing the schedule for travel.
• Participate in service engineering meetings and communicate any necessary information back to worldwide service and/or servicing reps, distributors and customers
• Publish and review service key performance indicators (KPIs), and other service analytic reports, to ensure quality standards are met and areas for improvement are identified and remedied.
• Responsible for service communications both internally and externally, such as defining subject matter for service bulletins and distributing accordingly.

Requirements: Skills, Knowledge, and Education

• Ability to adjust style and approach to suit situations that involve rapidly changing tasks, shifting priorities, and simultaneous demands.
• Bachelor's degree in engineering (software, electrical and/or mechanical)
• Strong understanding of customer and business needs, including in-depth knowledge and technical understanding of Our client organization and programming systems.
• Experience with device programmers (robotics or pick and place machines), a plus.
• Ability to travel, sometimes on short notice, to customer sites primarily in Americas region.
• Able to work independently. Attention to detail and organizational skills a must.
• Good command of Spanish in oral and written communication, a plus.
• Ability to make timely and sound decisions and solve problems
• Minimum 3 years of experience in a management role (managing service rep firms, a plus).
• Ability to communicate clearly and professionally both verbally and in writing
• Minimum 3-5 years relevant experience to include working with highly integrated mechanical/software products (SMT or ATE equipment).
• Has a "sense of urgency" and willing to take extra measures when solving problems and getting work done.

Compensation Details:

1) Salary $100k to $130k based on abilities and experience

2) Company Bonus

3) Company Benefits

Our client offers excellent compensation and benefits. If you have the requisite skills, we invite you to apply.