Service Director Taiwan (m/f/d)

• Education: Bachelor degree or above in engineering, with fluent English
• Experience: ≧10 years experience of service management or field operation about semiconductor equipment business

Skill required :

• Strong analysis capability for complicated service case/ customer escalation to provide guideline to team

• Strategic planning capability in variety of service business models and excellent negotiation skill to drive business growth.

• Budget & headcount planning

• Extensive leadership & good cross-dept. communication

Job Summary:
Lead and oversee the entire Service function in Taiwan with a team scale of 100+employees. Ensure exceptional customer support delivery, alignment with global standards, and continuous improvement of service performance. This role is both strategic and operational, requiring strong leadership, customer-centric thinking, and deep knowledge of the semiconductor manufacturing environment.

Key Responsibilities:

• Leadership & Strategy
  • Develop and implement the customer service strategy aligned with global and regional business goals.
  • Lead, coach, and mentor a diverse team of 100+ service engineers, managers, and support staff.
  • Foster a high-performance culture with a strong focus on quality, safety, and customer satisfaction.
  • Represent Taiwan service operations in regional/global leadership forums.
  
• Customer Relationship Management
  • Act as the senior escalation point for critical customer issues.
  • Maintain strong relationships with key semiconductor fabs and OEM clients.
  • Ensure customer feedback is systematically collected, analyzed, and integrated into service and product improvements.
  
• Service Operations
  • Oversee installation, maintenance, repair, and field support activities for advanced semiconductor tools (e.g., lithography, deposition, etching systems).
  • Drive uptime and performance metrics (MTBF, MTTR, etc.).
  • Optimize resource allocation, logistics, and spare parts management.
  
• Continuous Improvement & Compliance
  • Lead operational excellence initiatives (e.g., Lean, Six Sigma).
  • Ensure compliance with safety, environmental, and quality standards.
  • Implement digital tools and analytics to enhance service predictability and efficiency.
  
• Talent & Organizational Development
  • Develop succession plans, training programs, and career paths for service personnel.
  • Champion employee engagement and cross-functional collaboration.