Senior Field Service Supervisor

MKS Instruments•Apply•Published 11 hours ago•First seen 7 hours ago

Job Description

1. Team Leadership & Personnel Management

As a Senior supervisor, you aren't just managing tasks; you are developing people and ensuring the team operates cohesively.

Mentorship & Training: Guide and train junior field service engineers and technicians. You are the go-to resource for complex troubleshooting that stumps the frontline team.
Performance Evaluation: Monitor team performance, provide constructive feedback, and conduct formal evaluations.
Resource Allocation: Dispatch engineers based on the complexity of the task, customer needs, and the specific skill sets of your team members.
Enforcing Teamwork & Culture: Foster a collaborative environment. When cross-functional communication drops or an assignment encounters friction, you step in to realign the team with corporate mission standards.

2. Operational & Field Management

You own the operational efficiency of field execution within your assigned territory or account base.

Escalation Handling: Serve as the primary escalation point for critical or long-standing technical issues at client sites.
Scheduling & Dispatches: Coordinate daily service schedules, preventative maintenance windows, and emergency 24/7 support responses to maximize tool uptime and team utilization.
Process Improvement: Analyze service metrics (such as Mean Time to Repair or first-time fix rates) to identify bottlenecks and implement streamlined workflows.

3. Client Relations & Stakeholder Management

You represent the company's operational face to high-value clients, making communication a critical responsibility.

Customer Satisfaction: Meet regularly with client stakeholders (such as Fab managers or equipment engineers) to review service performance, build trust, and address pain points.
Technical Reporting: Translate highly technical field data, failure analyses, and resolution steps into clear, executive-ready summaries or presentations for both internal management and clients.

4. Inventory & Asset Control

Spare Parts Management: Oversee the local or vehicle-consigned spare parts inventory to ensure critical components are available for high-priority service dispatches while minimizing waste.
Tooling Calibration: Ensure all specialized diagnostic equipment and field tools used by the team are precisely calibrated and maintained to meet corporate quality compliance standards.

Skills and Abilities

University graduates on Electronics/Mechanical or equivalent.
Minimum 2 years in customer service in equipment servicing related
Good command of spoken and written English and local language.

To perform this job successfully, an individual should have excellent phone and computer skills (Word, Excel, Outlook, and PowerPoint).
Good presentation skills.
Customer oriented and good customer handling skill.
Works with integrity and ethically and is able to inspire the trust of others.

Globally, our policy is to recruit individuals from wide and diverse backgrounds. However, certain positions require access to controlled goods and technologies subject to various export control regulations. Applicants for these positions may be limited (by, for example, their countries of citizenship, country of origin, or immigration status) where required by law or governmental contact, and/or employment made contingent upon the issuance of appropriate governmental licensing.

MKS Inc. and its affiliates and subsidiaries (“MKS”) is an affirmative action and equal opportunity employer: diverse candidates are encouraged to apply. We win as a team and are committed to recruiting and hiring qualified applicants regardless of race, color, national origin, sex (including pregnancy and pregnancy-related conditions), religion, age, ancestry, physical or mental disability or handicap, marital status, membership in the uniformed services, veteran status, sexual orientation, gender identity or expression, genetic information, or any other category protected by applicable law. Hiring decisions are based on merit, qualifications and business needs. We conduct background checks and drug screens, in accordance with applicable law and company policies. MKS is generally only hiring candidates who reside in states where we are registered to do business.

MKS is committed to working with and providing reasonable accommodations to qualified individuals with disabilities. If you need a reasonable accommodation during the application or interview process due to a disability, please contact us at: accommodationsatMKS@mksinst.com .

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