Service Manager

【Main tasks】
• Assist Head of Service to work on people and strategic topics. Dotted line to Head of Head of SMS Taiwan.
• Supervise multiple teams of Field Service Engineers that provide high quality service capability plus maintain a safe work environment.
• Ensure the successful operation of ZEISS SMS tools on the customer site.
• Set priorities to maximize equipment utilization and customer satisfaction.
• Supervise onsite equipment installations, retrofits and system maintenance.
• Coordinate staffing for start-up, warranty, paid service, and service contract activities.
• Improves customer service quality results by studying, evaluating, and re-designing processes, establishing and communicating.
• Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
• Grow service team by bench marking with peers and assigning training programs – both hard and soft-skills.
• Cross-department collaboration such as with sales, Apps/BD, SCM and EHS team when needed.
• Plan, report, attend and lead meetings to facilitate coordination of important issues, including daily and weekly priorities.
• Retrieve, compile, and report equipment performance indicators to both customer and ZEISS management.