Global Spares and Service Excellence Manager

Mission/Purpose of the Job

This role lead to review and develop seamless integration of process between operation planning and material planning for onsite and field service. Develop transparency by digital solution on forecasting so that data can be actionable by service supply chain team. Provide guidance and set discipline for data and process to the CC field service organization.

Global Spares and Service Excellence Manager is responsible for working with the Field Service organization to achieve the goal of Edwards business operations requirement to ensure streamlined production of goods and services and attain the excellence of operation.

• The role is responsible for overseeing the operating model and effectiveness through all associated global and divisional and regional performance indexes, process tools and techniques of global operations to ensure customer’s requirements are met and to support the growth of equipment and service businesses. This role also works as a contact for regular communication and reporting with the regional operational management.
• To work with regional service operation management to improve customer satisfaction, cost of service effectiveness, and driving profitability through best-in-class operational design, processes, tools, and techniques.
• This role will be looking into aspects of field service operations, deployment of operational excellence via the VTPS program, with a strong focus on changing management to achieve a fully integrated, aligned, and effective field service organization across all regions.

Main Responsibilities

Key activities

-           Ensure compatibility with SAP and other ERP tools for seamless workflows.

-           Develop a solution so that we can forecast spares by proactively working on data from/to Dynamics & Syncron, APO, Kinaxis

-           Aligning planning approach considering both operation capacity/capability as well as spares availability.

-           Develop guidelines and Governance structure so that we make sure we have the right spare at the right on site location, and make sure we perform to the customer commitments.

-           Work out a solution to track change management, make spares information accessible by a solution which aligns with product / service strategy, for SIBs NPIs, new materials.

-           Work out a solution to set up itemization spare effectively and efficiently in need of service, which requires extension from production material (including material plant extension, CRF, Cost roll etc)

-           Create an environment where FSE are engaged in optimization activities including packaging, BOM structure, SOPs etc that we reduce waste by taking actions along the value chain.

-           Define processes for validating spares data quality and consistency across regions.

Key Success factor,

-           Improved efficiency in field service operation

-           Spares forecast accuracy.

Additional Responsibilities:

•           Analysis of the spares consumption data to determine the scale of the spare’s consumption

•           Look at regional data, by site and account

•           Review trend analysis and create a dashboard to track parts consumption to help with forecasting

•           Review top line parts, perhaps top x100 spares and consumables

•           Review locations for service stock locations

•           Set-up SAP costs centres

•           Review spares distribution arrangements

•           Review spares itemization and how to distribute spares for service consumption

•           Review packaging for service spares

•           Setup mechanisms for service spares warehousing, stocking, and management

Scope of the job

This role will coordinate Customer center field service team.

• Data Governance & Accuracy: Define processes for validating spares data quality and consistency across regions.
• Integration with Existing Systems: Ensure compatibility with SAP and other ERP tools for seamless workflows.
• Stakeholder Engagement: Identify key internal and external stakeholders for alignment (procurement, logistics, service teams).
• Risk Assessment: Evaluate potential risks in spares availability and propose mitigation strategies.
• Sustainability Considerations: Include packaging and logistics practices that align with environmental
• Cost Optimization: Monitor and reduce carrying costs, obsolete stock, and improve forecasting accuracy.
• Supplier Relationship Management: Work with vendors to ensure timely replenishment and quality standards.
• Compliance & Auditing: Regular audits for regulatory compliance and internal standards.
• Digital Transformation: Explore automation or AI-driven forecasting for spares demand.
• Reporting & Insights: Develop dashboards for leadership visibility on KPIs like stock turns, fill rates, and cost savings.
• Oversight with regional spares handling: Work with local spares teams to ensure they work effectively to distribute spares to the field.

Skills / Knowledge / Experience

• 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

Job location

Not decide yet

Contact information

 Talent Acquisition Team: Sunny Park