Field Service Manager　（Yamanashi）

Mission/Purpose of the Job

・To provide strong leadership and direction for the on site team and field service team to effectively manage on site operational activities including on time delivery of equipment and materials, installation of equipment, and services in line with customer agreements, expectations and satisfaction and as directed by Service Manager in support of customer relationship-building activities.

・Work closely with customers and internal departments towards continuous improvement relating to service.

・To develop routines and tools that manages the scheduling and resource of field service activities such as commissioning, maintenance, troubleshooting, warranty support and other contractual commitments.

・Improve controls in field service, through data collection and record keeping (safety, warranty, costs and other measurables

Main Responsibilities

・Staffing and managing strategically for field service operations.

・Create and provide the service product value to meet the customer needs, Cost Reduction through Install & Warranty Management based on SAP data

・Productivity Improvement for customer satisfaction and repeat order creation.

・Hub Finished Goods Inventory Management to balance the cost reduction and on-time delivery

・Employee Satisfaction Improvement through regular listening and communicating session, one on one meeting with individuals and developing training plan for career path.

・Manages accounts within market segment or large territory and performs all aspects of service function, including, Technical services. Develops volume and revenue forecasts, Service plans strategies for achieving desired results. Working to create / track / achieve budget and long-term plan

・Effectively communicates and negotiates complex service contracts with customers. Educates customers on new products and product enhancements; articulates and presents product features and benefits. Develops and maintains business relationships often involving high levels of management.

・Provides consultative services to customers, acting as technical resource providing

・Solutions for product-related issues. Leverages and coordinates resources within the region in order to  provide technical services support to customer as needed. May provide technical training for customers.

Skills / Knowledge / Experience

・Minimum of 7 years direct experience in an engineering service environment dealing directly with customers

・Knowledge of Edwards products, vacuum, semiconductor and flat panel technology to a level that enables technical discussions to be held with engineers and engineering group leaders at Edwards customers

・Knowledge of the organisations and operating practices of both Edwards and its customers that enables the support of Edwards’ equipment to be managed in a manner that conforms to the policies of both companies

・Good PC skills that enable equipment and service management systems to be interrogated and updated, and to produce concise reports.

・Ability to develop work instructions (operation and maintenance) and other procedures including Risk assessments, Permit to work etc.

・Broad range of electrical/electronic/mechanical skills

・Excellent interpersonal and communication skills (English - written and verbal).

・Demonstrated Supervisory skills

・Experience of Organizing and prioritising

・Achievement motivation

・Customer service orientation

・Business level Japanese

About Edwards

Edwards is a leading developer and manufacturer of sophisticated vacuum products, exhaust management systems and related value-added services. Edwards solutions are integral to manufacturing processes for semiconductors, flat panel displays, LEDs and solar cells. They are also used within an increasingly diverse range of industrial processes including power, glass and other coating applications; steel and other metallurgy; pharmaceutical and chemical; and for scientific instruments in a wide range of R&D applications.

Edwards has over 4,000 employees worldwide engaged in the design, manufacture and support of high technology vacuum and exhaust management equipment. Edwards has state-of-the-art manufacturing facilities in Europe, Asia and North America.