Regional Service Operations Manager EMEA

Regional Service Operations Manager EMEA Regional Service Operations Manager – EMEA We have an exciting opportunity to join the Edwards EMEA Semiconductor Customer Centre in a new role within our Service Organisation which can be based in France or Italy. So, if you have strong leadership and operational management skills, are passionate about delivering best-in-class service, and want to part of a growing and dynamic business, then we would love to hear from you. The Role Mission The Regional Service Operations Manager’s mission is to develop and sustain Edwards semiconductor field service operations in the EMEA region through focusing on deploying our business strategies, whilst generating sustainable, profitable growth through safe and efficient fulfilment of our commitments to our customers using best-in-class operational design, processes, tools, and techniques. This role will lead all aspects of onsite / field service operations whilst overseeing the deployment of operational excellence via the VTPS program with a strong focus on change management to achieve a fully integrated, aligned, and effective field service organization across all customers in region. The role will work in alignment with the Regional Sales Managers and Divisional Operations on ensuring that we deliver best in class service support through the implementation of strategic projects and by delivering reports with a clear overview of monthly performance in the region, including a roadmap to drive improvements in the key performance indicators. Strong and proactive leadership is key in any high preforming team, therefore a focus on people development and team empowerment is an essential part of this position. The Regional Service Operations Manager is responsible for a significant proportion of the employees in the Customer Centre, therefore there is a specific responsibility to drive our diversity objectives, and to provide workplaces that offer equal opportunities, a good balance of role models from a variety of backgrounds, in order to foster inclusion and a sense of belonging among our workforce. Main Responsibilities Implementation of regional operational service strategies within the framework set by the Business Line Manager and Semiconductor Service (VSS) Division, to expand Edwards strong market position and target areas of operational improvement to drive profitability growth to meet or exceed financial and operational goals. Proactively manage and drive field and onsite operational service teams through a network of service managers, supervisors, and team leaders. Ensure the team are empowered to deliver best in class outcomes for our clients by creating a people focused and growth driven working environment for all team members. Implementation and reporting of operational metrics to provide the CC Senior Leadership and VSS Divisional Teams with a view of performance at a customer and regional level ensuring alignment with strategic business plans and objectives. Lead and champion change management, ensuring a globally consistent deployment of strategic projects and objectives. Manage the deployment of strategies, standards, operating principles and best practice for the semi field and onsite teams, using the global VTPS methodology. Ensure accurate monthly reporting using the KPIs defined within the VSS dashboard. Ensure that our field and onsite service teams have the capability and capacity to deliver our contractual commitments to our customers, and any ongoing requirements defined by the Customer Centre or Division, professionally, safely and cost effectively, and are deployed effectively to do that. Measurement and reporting of operational performance quantitatively and qualitatively to enable performance to contract, value added to customers, and performance against internal KPIs and goals as defined by the objectives of the Customer Centre and Division to be reviewed regularly to provide a basis for continuous improvement. The scope of reporting may include areas of activity not under the direct management of the Regional Operations Manager (including, but not limited to, STCs, Service Supply Chain and Product Company Technical Support). Measure, report, audit, and align compliance to industry standards, working directly with onsite teams to address non-conformances and drive improvements in our quality and compliance requirements. Develop and maintain operational scope of work (SOW) templates as the basis of customer agreements and works with sales, service managers and business development managers to customize new agreements to meet specific customer and situational needs, and to amend active agreements to meet developing requirements. In partnership with the Regional and Divisional Business Development manager, develop a cost model for customer agreements driving towards “intelligence” based services and prepare performance review reports for active agreements, including resource consumption trends compared with plan, utilizing the ROI calculation Method. Develop and manage a regional model that helps to transition away from time and material to outcome-based business models. Routinely review and propose improvements to Service organization chart to ensure adequate depth and breadth within the team to suit business needs as well as cater for career development of service personnel. Develop a data led organization that evaluates operational data via SMA. Use data to drive the operational performance of your team with a continues improvement approach. Maintain and use central Data Base for the main Service documentations: SOP/ SOW/ Best Practice / IB / Service HC Some of the skills, experience and competencies we are looking for 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. A strong track record of change management, operational excellence and process improvement. Extensive experience of working with customers Process Flow / Pert diagram knowledge. Knowledgeable about onsite service methods and operational best practices. Excellent leadership skills, calm under stress, and approachable. Ability to collaborate and problem-solve with a positive “can do” attitude – a team player. 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, plus written and spoken French and Italian. Growth and open mindset – enjoy a continuous learning and development environment. Ability to work well with people from all backgrounds, having emotional intelligence and patience. Disciplined approach to working within operational excellence context, methodical and good time management. 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. J-18808-Ljbffr