Section Manager, Field Service (Site Supervisor)

Key Responsibilities

Leadership & People Management

• Lead, coach, and develop a team of Field Service Engineers and Site Leads.
• Drive employee engagement, performance management, succession planning, and capability development.
• Establish clear performance expectations and support continuous improvement initiatives.
• Ensure adequate staffing and resource allocation to meet customer and business requirements.

Customer Support & Service Delivery

• Oversee installation, qualification, maintenance, and repair activities for company equipment and systems.
• Act as the primary escalation point for critical customer issues and service concerns.
• Build strong customer relationships and ensure high levels of customer satisfaction.
• Drive timely resolution of equipment downtime and service-related issues.

Operational Excellence

• Monitor service KPIs, including response time, equipment uptime, MTTR, customer satisfaction, and service productivity.
• Implement best practices, standard work procedures, and process improvements across service operations.
• Ensure accurate service reporting, documentation, and compliance with customer requirements.
• Drive root cause analysis and corrective actions for recurring technical issues.

Resource & Project Management

• Plan manpower deployment across projects, customer sites, and regions.
• Manage service schedules, travel requirements, and on-call support arrangements.
• Support new product introductions, customer ramp-ups, and strategic service projects.
• Collaborate with Engineering, Applications, Manufacturing, Quality, and Program Management teams.

Financial & Business Management

• Manage field service operational budgets and resource utilization.
• Monitor service costs, productivity, and profitability.
• Support forecasting, headcount planning, and strategic business growth initiatives.
• Identify opportunities for service revenue growth and operational cost optimization.

Safety & Compliance

• Promote a strong safety culture and ensure compliance with company, customer, and regulatory requirements.
• Ensure all field personnel maintain necessary certifications and training.
• Lead safety investigations and corrective actions where required.

Requirements

• Bachelor's Degree in Electrical, Electronics, Mechanical, Mechatronics Engineering, or related discipline.
• Minimum 8-10 years of experience in semiconductor equipment, automation, capital equipment, or field service operations.
• At least 3-5 years of people management experience leading technical service teams.
• Strong knowledge of equipment installation, troubleshooting, maintenance, and customer support operations.
• Experience managing global customers and multi-site service teams.
• Strong leadership, communication, stakeholder management, and problem-solving skills.
• Experience in KPI management, resource planning, and continuous improvement initiatives.
• Willingness to travel internationally as required.

Ethos Search Associates Pte. Ltd.

EA License No: 13C6655

EA Reg No: R1765450 Pinky Lim