Senior Service Manager

Reports to: Vice President of Sales. Direct reports: Service Supervisor and Customer Service Manager.

About the Role

The Director of Global Service is responsible for the leadership, strategy, and execution of Persimmon Technologies' global service organization. This role ensures world-class customer support, operational excellence, product reliability, and service profitability across all regions. The Director leads field service, service partners, customer support, repair and RMA operations, spare parts readiness, workforce planning, and customer escalations while serving as the voice of the customer within Persimmon Technologies.

Responsibilities

• Global Service Leadership
  • Lead global service operations, regional resources, and third-party providers
  • Develop and execute a global service strategy aligned with growth objectives
  • Build a culture of accountability, technical excellence, and continuous improvement
  • Develop talent and succession plans within the service organization
• Customer Support and Relationship Management
  • Serve as executive escalation point for critical customer issues
  • Build relationships across customers, engineering, quality, operations, and supply chain
  • Lead customer business reviews and service performance discussions
  • Drive customer satisfaction, retention, and long-term partnerships
• Field Service, RMA and Repair Operations
  • Ensure global service personnel are trained and certified
  • Oversee global RMA and repair operations
  • Standardize processes, tooling, and performance metrics across repair locations
  • Oversee FAI, failure analysis, and customer returns
  • Drive improvements in repair quality and turnaround time
• Product Reliability and Quality
  • Monitor product performance, reliability trends, warranty costs, and service metrics
  • Partner with Operations, Engineering, and Quality on corrective actions
  • Ensure accurate reporting of OBQ, FA, RMA, and complaint data
  • Use service data to drive product and process improvements
• New Product Introduction (NPI)
  • Plan and lead service readiness activities for new products
  • Ensure training, documentation, tooling, and spare parts plans are completed before launch
  • Coordinate with Engineering, Applications, and Product Management for successful deployments
• Spare Parts, Supply Chain and Financial Management
  • Partner with Supply Chain and Warehouse Operations on global spare parts availability
  • Develop inventory strategies to minimize customer downtime
  • Own service revenue forecasting, budget planning, and financial performance
  • Align resources with customer demand and growth objectives
• Cross-Functional Leadership
  • Collaborate with Engineering, Applications, Operations, Quality, Supply Chain, Sales, and Marketing on customer satisfaction and product performance
  • Ensure customer-impacting changes are reviewed and approved
  • Act as the voice of the customer across the organization
• Perform other duties as assigned

Requirements

• 10+ years of progressive leadership experience in semiconductor equipment, robotics, automation, vacuum systems, manufacturing, or related industries
• Experience leading global service organizations and service provider networks
• Approximately 30% travel to customer locations (local, domestic, and international)
• Bachelor's degree in Engineering, Business, Operations Management, or a related field (Master's degree preferred)
• Must consent to and pass a background and drug test
• This position is not eligible for visa sponsorship to work in the USA

Skills

• Global leadership experience managing service operations, regional teams, and third-party providers, with the ability to develop strategy, talent, and succession plans
• Strong executive-level customer relationship management, including escalation handling, business reviews, and driving retention/satisfaction
• Deep knowledge of field service, RMA, and repair operations, including standardization, FAI, failure analysis, and turnaround time improvement
• Analytical skills to monitor reliability, warranty, and quality metrics, and translate data into corrective actions and process improvements
• Cross-functional collaboration and NPI experience, coordinating with Engineering, Quality, Operations, Supply Chain, Sales, and Marketing
• Financial and supply chain acumen, including budget planning, revenue forecasting, and spare parts inventory strategy

Benefits

• Competitive compensation packages
• Comprehensive health benefits (medical, dental, and vision)
• Generous paid time off
• 100% company-paid short-term and long-term disability insurance
• 100% company-paid basic life and AD&D insurance
• 401(k) plan with 5% company matching
• Commitment to professional development and continuous learning

Pay

The compensation range for this position is $130,000 to $145,000 per year. The actual pay offered will be determined by multiple factors, including but not limited to the candidate’s relevant experience, skills, job-related knowledge, internal equity, and geographical location.