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Mission:
We are seeking a Field Service Operations Manager to oversee and enhance our business operations at Edwards. The ideal candidate will be responsible for designing and controlling operations to ensure efficient production and service delivery. This role is pivotal in improving customer satisfaction, reducing operational costs, and driving profitability through innovative operational design, processes, tools, and techniques.

Key Responsibilities:

Lead the onsite and field service operations, ensuring the deployment of operational excellence through the VTPS program.
Focus on change management to establish a fully integrated, aligned, and effective field service organization across the region.
Collaborate closely with Divisional Operations and regional management teams to implement strategic projects and objectives.
Provide clear regional reports for a comprehensive overview of monthly performance, including improvement plans to enhance KPIs and other key metrics.
Drive proactive and empowering leadership within the team, with a strong emphasis on people development and creating a growth-driven work environment.

Lead and champion Change Management, ensuring a globally consistent deployment of divisional and regional strategic projects and objectives.
Manage the deployment of strategies, standards, operating principles and best practice for the semi field and onsite teams, using the global VTPS Methodology.
Ensure accurate monthly reporting using the KPIs defined within the VSS dashboard. Track and ensure regional KPIs such as engineer utilization, safety, First-time fix rate, profit margins (UGP) and team attrition rates are maintained and monitored proactively. Create and implement recovery plans should regional KPIs fall below pre-agreed levels.
In partnership with the Divisional service operations group develop and implements clear operational and customer contract metrics
In partnership with the Divisional and STC operational group develops and implements clear operational metrics to achieve customer satisfaction within induvial FABs
Measure, report, audit, and align compliance to industry standards, working directly with onsite teams to address non-conformances and drive improvements
Develop and maintain operational Scope of Work (SOW) templates as the basis of customer agreements and works with sales, service managers and Business Development manager to customize new agreements to meet specific customer and situational needs, and to amend active agreements to meet developing requirements
Develop in coordination with the regional and Divisional Business Development manager a cost models for customer agreements and prepare performance review reports for active agreements, including resource consumption trends compared with plan, utilizing the ROI calculation Method.
Support the implementation of programs and systems that can support the advancement in new service products, support of ‘intelligence” based services and provides obvious value to the customer base (SMA being one of those)
Track all the OGSM Measurements for the VSS Divisional and regional team. Communicating the operational performance and the OGSM results on a regular basis with field service teams.
In partnership with the Customer Centre Operations Manager and the VTBA BPI team, drives continuous improvement in transactional and service agreement ease of execution and accuracy and value of reporting
Develop a data led organization that Analysis operational data via SMA. Use data to drive the operational performance of your team with a continues improvement approach. Maintain and use central Data Base for the main Service documentations: SOP/ SOW/ Best Practice / IB / Service HC

Requirements:

Proven experience in managing field and onsite operational service teams.
Ability to lead through a network of service managers, supervisors, and team leaders.
Commitment to fostering a people-focused and growth-oriented workplace.
Excellent communication and leadership skills, with a track record of achieving high performance and team empowerment.

A degree level qualification in an engineering , project or change management discipline
7 years’ experience in a Customer Facing or Service Operations type role
Knowledge of the Semi-conductor or related business is beneficial.
Change Management experience is a benefit
Extensive experience of working with customers
Able to operate at all levels throughout the organization
Strong communication skills, organizational awareness and impact and influencing skills are a prerequisite
Good command of English, spoken and written is essential
Process Flow / Pert diagram

This will be achieved by commitment to a continuous process of improvement/standardization/measurement/safety and
quality responding proactively to our customers’ needs and expectations.
Regular contact/visits to all customer sites within the customer centers scope. Champions and drives Operational excellence
processes set by the central VTPS team and support behaviors that help to embed operational standard which have the
greatest positive impact on customer center and onsite operations. Monitoring, Reporting and Auditing of operational and
contractual performance working with high degree of independence. Be the facilitator to introduce the SMA program at
different site (where SMA is not currently present) Be a regional leading person for the VTPS Program….
The job demands a high level of service offering, site operational knowledge and problem solving. Customer oriented with
a service perspective and an absolute understanding of the importance of personal integrity in discussions with colleagues
and customers, setting and maintaining standards. Close liaisons with multiple groups within the Customer Centre (e.g.,
Service, Sales, Finance, Customer Centre Operations) and outside the Customer Centre (e.g., STCs, VSS Division, VTBA BPI)
is imperative to success of this role.

Key interfaces: people who most interface with the role on a day-by-day basis

BLM
Head of global FS operations
Sales team
Finance team
Customer centre
STC teams
Divisional leadership team
Customer teams
Regional Edwards operations teams

Mindset:

Growth mindset
Open mindset
People focused
Disciplined
Strong Leader
Positive “can do” attitude
Friendly and approachable
Calm under stress
Good time management
Resolve issues quickly
Team player
Problem solving
Patient

Our company leads a inclusive culture that promotes not only individual growth but also collective progress. Recognizing that individual uniqueness contributes to team diversity and mutually complementary efficiency, we do not discriminate based on gender, age, marital status, pregnancy, physical characteristics, disabilities, or personal religious beliefs. We always prioritize potential as the most important quality. We appreciate your interest and support

Diverse by nature and inclusive by choice
Bright ideas come from all of us. The more unique perspectives we embrace, the more innovative we are. Together we build a culture where difference is valued and we share a deep sense of purpose and belonging.

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