Senior Service Director (m/w/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:

1. 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.

2. 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.

3. 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.

4. 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.

5. Talent & Organizational Development
• Develop succession plans, training programs, and career paths for service personnel.
• Champion employee engagement and cross-functional collaboration.