Manager, Field Service

Role:

The candidate will lead and manage the company's field service operations, elevate customer experience, and drive service excellence across the business. In this role, the candidate will be responsible for managing field service engineers, driving service initiatives, and partnering closely with regional and global teams to support business growth.

Responsibilities:

• Lead and manage all field service activities to ensure timely, high‑quality service delivery
• Supervise, coach, and develop a team of service engineers, building strong technical capability and engagement
• Plan service capacity, resources, and competencies to meet business needs
• Drive service initiatives including service contracts, product training, software solutions, retrofitting, and upgrades
• Support machine sales activities including new account development and repeat orders
• Monitor machine acceptance lead time and provide field quality feedback
• Oversee spare parts consignment inventory to optimise cost and availability
• Ensure timely follow-up of purchase orders for all billable customer service requests
• Handle customer issues and escalations professionally, ensuring strong and lasting customer relationships
• Collaborate closely with regional, global, and cross-functional teams to continuously improve service standards
• Provide hands-on technical guidance in SMT processes, equipment operation, and troubleshooting to distributors, agents, and partners
• Ensure the accuracy, completeness, and timely submission of all technical and operational reports
• Support the implementation of global and regional technical initiatives and programs

Requirements:

• Bachelor's Degree in Engineering or a related discipline
• Minimum 5 years of relevant working experience in field service, technical services, or customer service management
• Prior experience in the SMT and/or semiconductor industry
• Proven leadership experience in managing, motivating, and developing teams
• Strong problem‑solving, communication, and customer‑engagement skills
• Demonstrated ability to evaluate and analyse performance data to drive continuous process improvement
• Strong customer‑centric mindset, with the ability to manage service requests and customer escalations professionally
• Excellent time management and analytical skills, with empathy in handling people and situations
• Willingness to collaborate across regions and adapt to global operating requirements

Work Location: Penang, Malaysia