Job Description Summary:
We are seeking a Senior Manager, Field Service Japan for the Equipment Solutions Business (ESB: MKS Division name of ESI) that can manage a highly experienced Field Service team that provides technical support, on-site installations, troubleshooting, services, and repair of complex equipment and systems. Manage installation and field service repair of all ESB products and technologies. This position is to be based in Yokohama Japan.
Principal Responsibilities:
Directs and coordinates technical and administrative support activities including installation, repair, preventive maintenance and engineering change upgrades to be performed at client sites.Support Sales by providing technical expertise/consultation to drive sales and service revenue.Provide leadership and coaching to the team.Customer focused. Understands their objectives and challenges, capable of managing complex issues and escalations. Work with US Engineering/Quality/Service Marketing team to provide technical service solutions including failure analysis to support customers stable production through communication with customers.Adhere to Global Service procedures and improve operational excellence to increase productivity.Develops and drive initiatives that increase productivity and drive customer satisfaction and loyalty.Schedules personnel responding to critical situations.Partners with other internal organizations including the global field service management team, sales, product managers, IT, legal and human resources.Support overseas Japanese customers working with the global field service.Required Skills and Experience:
Bachelor or Masters Degree in related Mechanical/Electronics/Control Engineering/Science or related field.20+ years in Electronics and Packaging or Equivalent industry.At least 10 years’ experience in managing teams in Service/Sales/Operations.Good communication and documentation skills (In Japanese and English).Work with integrity, is ethical and is able to inspire the trust of others.Strong analytic, business and interpersonal skillsMotivated, self-driven, positive approach to problem solving.5+ years of service support or management experience with production equipment.Others:
Familiar with laser processing technologies or systems for Flex, HDI and IC substrate manufacturing will be a plus (but not mandatory).Familiarity with Microsoft Word, Excel, PowerPoint and ERP is preferred.Flexibility of business trips to customers in Japan and APAC and to Headquarter of ESB division in Portland and Kramath Falls, Oregon USA.Globally, our policy is to recruit individuals from wide and diverse backgrounds. However, certain positions require access to controlled goods and technologies subject to the International Traffic in Arms Regulations (ITAR) or Export Administration Regulations (EAR). Applicants for these positions may need to be “U.S. persons.” “U.S. persons” are generally defined as U.S. citizens, noncitizen nationals, lawful permanent residents (or, green card holders), individuals granted asylum, and individuals admitted as refugees.
MKS Instruments, Inc. and its affiliates and subsidiaries (“MKS”) is an affirmative action and equal opportunity employer: diverse candidates are encouraged to apply. We win as a team and are committed to recruiting and hiring qualified applicants regardless of race, color, national origin, sex (including pregnancy and pregnancy-related conditions), religion, age, ancestry, physical or mental disability or handicap, marital status, membership in the uniformed services, veteran status, sexual orientation, gender identity or expression, genetic information, or any other category protected by applicable law. Hiring decisions are based on merit, qualifications and business needs. We conduct background checks and drug screens, in accordance with applicable law and company policies. MKS is generally only hiring candidates who reside in states where we are registered to do business.
MKS is committed to working with and providing reasonable accommodations to qualified individuals with disabilities. If you need a reasonable accommodation during the application or interview process due to a disability, please contact us at: accommodationsatMKS@mksinst.com .
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