Service Site Lead

Our Global Business Group at Nova is looking for a Site Lead who is a self-starter, has a positive attitude, is a leader who can support and supervise a team of service engineers and support our customer.

Why Nova:

• Certified Great Place to Work: Recognized between 2022-2026 based on employee feedback, and consistently ranked among the Top 30 companies in our industry for workplace excellence.
• Customer-Focused Environment: Be the face of Nova. We value strong relationships, and you’ll work closely with customers to understand their needs and deliver high-impact solutions.
• Culture of Continuous Learning: At Nova, growth never stops. You'll work with cutting-edge metrology tools, work with top engineers, and participate in ongoing industry training programs.

Role Responsibilities:

• Lead the overall performance of the account, ensuring delivery of service business targets.
• Drive execution of service contracts and contribute to the development and implementation of the account’s service business strategy.
• Identify and promote value-added service products and upgrades across the installed base.
• Manage a service team of 5-8 engineers
• Assess skill gaps and implement training programs to build team capabilities.
• Provide coaching, guidance, and motivation to foster continuous improvement in customer satisfaction and team performance.
• Act as the primary owner of Level 1 and Level 2 service escalations, ensuring timely resolution of technical and process issues.
• Collaborate with Service and Division teams to provide direction and support for complex problem-solving.
• Maintain strong and transparent communication with customers, tracking escalations to closure.
• Deliver warranty and service support in accordance with Nova’s agreements with end users.
• Plan and oversee resource allocation for new tool installations.
• Ensure availability and accuracy of warehouse and local parts inventory to support uninterrupted service operations.
• Lead the sharing of Best Known Methods (BKMs) across local and global service teams to strengthen operational efficiency and consistency.

Requirements:

• 5-8 years semiconductor cleanroom experience (team lead experience preferred).
• 3 years team lead experience.
• Good understanding of fab service requirements, procedures, and protocols.
• Ability to define and achieve targets to improve customer satisfaction.
• Excellent interpersonal and communication skills.
• Ability to handle stressful situation and lead a team to overcome challenges.
• Travel: 15-20%

***Get to know us better:*** Nova (NASDAQ: NVMI) is a global company and a leading provider of innovative metrology solutions for process control in semiconductor manufacturing. With a team of ~1200 people in three R&D centers and 27 field offices, we bring insights into the world’s most advanced industry. We leverage multiple technology fields such as physics, optics, chemistry, and algorithms to develop hardware and software solutions that measure almost every advanced computer chip built in the world. Nova dives deep into dimensions and layers at the atomic level to extract unique insights and provide our customers with crucial decision-making data, managing critical challenges by providing unique, differentiated solutions. Our outstanding people-focused and innovative culture means every person at Nova has the power to make an impact and significantly redefine what people can achieve through technology. Join us if you are A dreamer and brilliant high aimer who sees the impossible as the starting point and loves working in a multidisciplinary global team to create innovative breakthroughs. If you need assistance due to a disability, you may contact us at [email protected]