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Director North America Field Service Operations
Based in Portland, Oregon, The Director, North America Field Service will lead a regional team of service specialists through execution of service strategy and operational excellence that deliver value to the customer, resulting in increased revenue & profitability for Brooks’ Global Services. The service leader will own customer satisfaction and efficiency of the field operations, ensuring that resources are dispatched in a timely fashion, with the correct skill set and tools to perform service tasks the “first time right”. Working closely with sales, marketing, operations and product groups, the director ensures the right service offering, processes and tools are in place to enhance the customer experience through the service touch points. This leadership position will also coordinate service activities for global accounts with sites in several regions to ensure alignment and high customer satisfaction.
Manage a regional team of Field Service Specialists, coaching and developing individual contributors, supervisors and managers who perform on-site services including installation, maintenance, and repair.
Utilize strong technical and business acumen to effectively manage the North American service forecast, including revenue, margin, and utilization efficiency.
Drive cross-functional teams to resolve customer issues to the highest customer satisfaction utilizing sales, operations, engineering, manufacturing, and other teams as needed.
Monitor KPIs and drive to maintain high levels of quality, accuracy, and process consistency, proactively identifying opportunities for improvement.
Work collaboratively with other regional field teams on the global deployment and administration of field support policies and practices to ensure compliance.
This position requires senior level leadership capability and the demonstrated ability to successfully develop, communicate, and execute a service strategy. Candidates will be evaluated on their ability to build, lead, and engage employees to deliver results. They must be accountable to providing clear expectations, appropriate delivery of formal and informal individual performance feedback, and developing direct reports. Ideal candidates must possess a strong foundation in technical/ engineering problem solving and critical thinking skills. Experience in semiconductor industry with a global account is a must. Ability to interact with all levels of the business (senior leaders to working teams), exceptionally good listening skills, able to present complex or new ideas with clarity and simplicity is also required. Candidates should have a broad knowledge and capability in the utilization of quality tools and continuous improvement methodologies. Candidates must possess skills from a leading manufacturing organization. This position requires significant domestic travel.
If any applicant is unable to complete an application or respond to a job opening because of a disability, please email at HR.Recruiting@brooks.com for assistance.
Brooks Automation is an Equal Opportunity Employer. This company considers candidates regardless of race, color, age, religion, gender, sexual orientation, gender identity, national origin, disability or veteran status.