Company description
Fastmicro is a technology leader in advanced surface particle contamination inspection equipment, serving the microtechnology industries. Our fast particle detection and measurement solutions offer high throughput and cost-efficient cleanliness control at sub-micron level, reducing defectivity, failures and yield losses.
Our product range and analytics software cover a wide variety of applications and processes, including in-line defect inspection systems, transportable scanners, continuous particle fallout monitoring, and scanning modules for system integration. As an innovative metrology equipment and service supplier based in the Eindhoven Brainport area of the Netherlands, Fastmicro has a global presence with sales offices and local representation in Europe, Taiwan, Korea, Japan, and the USA. We are committed to delivering exceptional value to our customers through our cutting-edge technology and unparalleled customer service.
Mission
Our mission is to enable our customers to qualify their products on particle cleanliness and help them in finding the root causes of their particle contamination.
Due to growth of our organization we are currently looking for a Service Manager to help us with further professionalizing our service organization and processes. You’ll achieve this by e.g. assuring our service processes are executed according to the highest quality standards.
Role description
As Service Manager you are ultimately responsible for assuring optimal customer satisfaction by leading and optimising our technical service department. Currently, our service organization consists of 5 specialists, all with broad organisational and deep knowledge of our products. Furthermore, you are responsible for managing our aftersales support, technical support and maintenance of our hightech systems. Moreover, you will be the first point of contact for our clients and internal teams.
Our service purpose comprises several aspects, namely:
- Customer satisfaction: e.g. ticket incidents, lead time to solve, downtime etc.;
- Aftersales: e.g. upgrade options;
- Finance: e.g. expenses budget, warranty, stock budgets;
- Service: what can be outsourced and what is scaleable;
- Robustness of our systems.
For this position we are looking for a specialist who, preferably, has experience (or affinity) within the semiconductor industry.
Further responsibilities include:
- Leading our service team: Coaching and providing operational leadership of our service engineers to deliver an optimal service level;
- Customer support: You are the technical first point of contact for our customers globally. Providing support during (complex) technical matters, installations, maintenance procedures and follow-up in case of system disruptions.
- Optimising service processes: Development, implementation and improvement of our service and maintenance processes to increase efficiency and assure customer satisfaction;
- Technical knowledge transfer: Collaborating with R&D, production and sales to ensure product knowledge is up-to-date;
- Projectmanagement: Initiating and executing of service projects, including budgets, planning and and customer meetings;
- Contract management: Establishing and maintaining SLA’s (Service Level Agreements);
- Training and development: Providing continuous (product) training and certifications of our service team, both internal and external to ensure optimal service performance;
- Reporting & KPI’s: Monitoring of service performance to ensure optimal customer satisfaction and efficiency.
Our ideal candidate has / is:
- At least 5 years of experience;
- At least a Bachelor degree in Mechanical, Electrical, Mechatronics Engineering, Management or related;
- Willing to travel;
- Has a customer focused and problem solving mindset;
- Experience in a (high-tech or OEM) service driven environment is a plus;
- Experience with leadership or hierarchical leading positions in technical teams;
- Experience with customer and relationship management;
- Fluent in English, both written and oral;
- Dutch is considered a plus;
Our Product
What we offer you
Our current working environment is best characterized as practical and hands-on. We see challenges in solving (complex and technical) problems. Working at Fastmicro also means working in a professional scale-up environment where you will have a substantial influence during the development and production of our optical systems. We have an informal way of working with our colleagues and are appreciative of short communication lines.
On Thursdays we have a personal trainer at the office where our colleagues can join a voluntary weekly bootcamp. Besides this, we offer you:
- Permanent contract;
- Fulltime salary between €… and €…
- 25 holidays;
- 8% holiday allowance;
- Annual bonus;
- Option to participate in our pension arrangements.
The process
Our application procedure consists of three interview rounds. The first interview will be with a colleague from our team and our recruiter. A second interview will be held with the hiring manager(s). In a last round we discuss the offer we would like to make you. We strive to finish the procedure within 4 weeks from applying.
We’d like to hear from you!
Has this vacancy sparked your interest? Then we’d like to hear from you. Please contact us for more information about this position or the selection process. To apply, please upload your CV and a cover letter explaining why this position fits your interests.
For further questions feel free to contact our recruiter Jordy Leenders at:
+316 309 369 14