Service Site Lead

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 situations and lead a team to overcome challenges.