Field Operations Manager (Semicon Equipment)

About the role

Lead the field service organization to deliver exceptional customer value, operational excellence, and sustainable business growth. Own the technical strategy, customer satisfaction, and profitability of field service operations across multiple regions or the entire company. Drive innovation in service delivery while developing high-performing teams and fostering a culture of continuous improvement and customer obsession.

Key responsibilities

• Define and execute the field service strategy, establishing service delivery models, quality standards, and customer experience benchmarks that drive competitive differentiation.
• Own full P&L accountability for field service and spare parts logistics ($2M–$20M+ budgets), optimizing engineering resources, inventory, and travel costs to hit financial and forecasting targets.
• Lead and scale a multi-layered field service organization, driving hiring, performance management, succession planning, and a high-performance culture.
• Build executive-level customer partnerships, resolve major escalations, and identify revenue opportunities through training, extended service support, and spare parts optimization.
• Establish company-wide technical standards and service procedures, acting as the ultimate escalation point for complex technical issues while partnering with Engineering on product improvements.
• Drive collaboration with Sales, Engineering, Quality, and Supply Chain to translate field insights into business strategy, while leading change initiatives and technology investments that improve operational efficiency and scalability.

About you

• Bachelor's degree in Engineering or related technical field, or equivalent professional experience demonstrating advanced technical and business knowledge
• Minimum 8-12 years in field service, technical service, customer support, or related customer-facing technical roles a must
• Minimum 3-5 years in a management role leading teams of engineers or technical staff
• Demonstrated experience managing P&L and financial budgets of at least $2M+
• Experience in semiconductor equipment, high-complexity industrial equipment, or related manufacturing environment a must
• Track record of driving operational improvements, cost reduction, or uptime initiatives in field service environment
• Experience leading cross-functional projects and partnering with Engineering, Quality, or Supply Chain teams
• Customer account management experience at operational or executive level
• Strategic Leadership & P&L Ownership – Builds high-performing teams and owns business P&L. Drives innovation and competitive differentiation through field service strategy.
• Customer & Executive Communication – Committed to customer success. Communicates effectively across all levels and manages complex escalations professionally.
• Proficient in English and Mandarin (correspondence with Chinese & Taiwanese business counterparts needed)