Commercial Staff : Product Support and Field Service
Advantest Test Solutions, Inc. (ATS), is looking for a Commercial Staff of Product Support & Field Service to join our team in Lake Forest, CA. ATS is a leading provider of massively parallel electronic test systems that includes System Level Test (SLT), burn-in and semiconductor/module tests. ATS has an exciting line of high-performance test systems that support the semiconductor industry around the world.
The Commercial Staff of Product Support and Field Service is responsible for managing the commercial aspects of the company’s Field Service operations. This includes managing customer contracts, pricing strategies, service delivery, financial performance, and ensuring that the FS team meets both client expectations and organizational objectives. The role requires an understanding of Field Service operations, financial acumen, contract management, and customer relationship management. Advantest is a fast paced, dynamic environment so this individual must be able to handle rapidly changing work assignments. Frequent online meeting to establish and maintain relationships with local support teams and overseas subcontractors is a must.
Essential Duties & Responsibilities:
· Contract and Pricing Management :
Develop and manage field service contracts, ensuring they are aligned with company policies and profitability targets.
Negotiate or propose negotiation pricing, staffing, terms, and conditions with subcontractors.Monitor contract compliance, ensuring service level agreements are met.
· Financial Management :
Manage the financial performance of field service operations, including budgeting, forecasting, and cost control.Analyze financial data to identify areas for improvement in service delivery and profitability.Prepare and present regular financial reports to manager.
· Customer Relationship support :
Collaborate with the sales team to identify opportunities for upselling or cross-selling additional services.
· Service Delivery Optimization:
Monitor and improve service delivery processes, ensuring efficient use of resources and optimal customer outcomes.
Work closely with field service technicians and managers to address operational challenges.
Ensure the right balance between service quality and cost efficiency.
· Coordination :Coordinate with cross-functional teams (operations, sales, finance, HR) to ensure smooth service delivery.
· Compliance and Risk Management :Ensure compliance with legal, regulatory, and company standards in all field service activities.Identify and mitigate commercial risks, including contractual disputes or service delivery issues.
· Market and Competitor Analysis:Keep abreast of industry trends and market conditions to inform commercial strategies or have them from local team timely.
Propose adjustments to pricing, services, or contracts based on market intelligence.
· All other duties as required.
Requirements, Education & Skills:
· Bachelor's degree in Business, Engineering, or a related field (Master’s degree or relevant certifications preferred) or MBA with an experience in technology support management.
· Commercial role, preferably within field service, operations, or a related industry. (Semiconductor equipment market is preferred.)
· Excellent communication, negotiation, financial management, analytical abilities, presentation, documentation and interpersonal skills.
· Knowledge and experience in contract management and commercial tools.
· Ability to handle complex situations with a customer-focused approach.
· Fluency in an international language, specifically in English and Mandarin are preferred.
· Familiarity with international labor laws would be helpful.
· This is an on-site role in our Lake Forest, CA office
· All other duties as required.
Key Performance Indicators (KPIs):
· Optimal staffing of field service engineers per location
· Profit margins on service contracts
· Customer satisfaction and retention rates
· Service delivery time and cost efficiency
· Contract renewal and upsell success rate
· Financial targets (revenue, cost control, etc.)
Pay: $120,000.00 - $142,000.00 per year
Benefits:
Application Question(s):
- Will you now or in the future require sponsorship for employment visa status (eg H-1B visa status?)
Language:
Work Location: In person
