Description

Our client is seeking a high caliber Services leader responsible for the EMEA region, based out of our Munich, Germany location. Key focus areas include: developing and leading a team focused on delighting our customers, effectively executing on customer installations and managing escalations, driving growth in our services business, maximizing tool performance and working with Veeco management to set and implement strategic goals. This position reports to the VP/GM of Global Services Solutions.

Key Responsibilities
  • Develop and successfully execute on the strategic goals for EMEA
  • Lead, develop and drive an organization that can deliver best in class customer service
  • Ensure optimal training and proficiency levels of Service employees across a range of products and technologies
  • Manage pre-planning, installation, sign-off, ramp-up and warranty support for our strategic customers
  • Install a customer focused, performance-oriented and data-driven culture within the EMEA Services team
  • Develop and implement customized service solutions designed to meet customer needs and deliver service revenue growth through product improvement and solutions
  • Manages escalations from initial contact to closure, including 8D findings and implementation
  • Communicate to factories equipment performance improvement requirements and training requirements (customers and internal FSE’s)
  • Optimize the performance of the region through effective resource planning, coaching and mentoring
  • Formulate multi-year roadmaps to achieve step function changes in productivity and efficiency while still delivering best-in-class service levels
  • Maintain and initiate direct contact with customers through weekly, monthly and quarterly onsite meetings to drive customer satisfaction
  • Contribute to global Field Service team by sharing regional best practices, personal feedback to manager and peer-peer interaction that encourages collaboration across all sales and service operations worldwide