Job Description

SUMMARY

Responsible for the day-to-day operations and supervision of a team of Field Service Engineers who have a focus on supporting the multiple customer locations. Plan, direct, supervise, and evaluate workflow. Develop and maintain positive customer and employee relations and coordinates company functions to assure quality and timely delivery of services and products. Responsible for the day-to day application of organizational policies and procedures. Coordinate work activities of Field Service Engineers to achieve the volume, quality, and professionalism expected to meet operational requirements. Oversee the communication between customer and the Field Service Team and supervises the resolution of administrative issues. Will train and assist less experienced staff and coach reps on how to effectively handle more difficult repairs and issues.

ESSENTIAL DUTIES AND RESPONSIBILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Exercise of judgment, discretion, and tact in all business matters and business relationships is required. Strong interpersonal skills and the ability to maintain clear and cooperative working relationships with co-workers and demonstrate regular attendance and punctuality are essential. The organization promotes collaborative problem solving in both formal and informal work teams. Participation in and contribution to teamwork within the organization is required. Additional requirements include experience with ERP systems. Necessary interpersonal skills include being a self-starter, motivated, creative, flexible, self-confident, deadline oriented and able to multi-task.

Supervisory Responsibilities

Will supervise Field Service Engineers associated with the Intel Account

Duties

1. Plans, directs, supervises, and evaluates workflow to achieve the volume and quality expected to meet customer requirements. This also includes hiring decisions, performance management and counseling, and recommendations regarding salary changes.
2. Assures that the day-to-day check-sheets and SAP entries from customer are processed in an accurate and timely manner in accordance with corporate guidelines.
3. Ensures appropriate departmental coverages for all shifts using organizational policies and ADP Workforce scheduling software.
4. Provides operational training to entry-level employees and continues to monitor check-sheets and SAP entries along with individual staff performance to ensure that accuracy and response standards are maintained.
5. Resolves production, shipping, scheduling problems. Keeps abreast of customer service problems and needs and communicates them to management.
6. Communicates (verbally and in writing) in a positive and supportive manner to both external and internal customers. Demonstrates thorough professionalism and polish.
7. Communicates effectively with customers support and engineering staff.
8. Provides monthly updates to customers management about Pfeiffer performance and mutually agreed upon goals.
9. Yearly review of required training and performance of all employees to meet customers’ requirements.
10. Responsible for 6S of all Pfeiffer assigned office spaces and storage areas.
11. Other duties as required.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Additionally, must be able to manipulate small and large tools to make both fine and major adjustments to intricate test apparatus and equipment. The person in this job must be able to lift tools and equipment weighing up to sixty pounds. The position requires regular lifting of 25-pound equipment plus frequent pushing of heavy equipment that is mounted on wheels. The position requires the ability to stand most of the day and to be able to maneuver equipment into the correct spot at the customer’s facility.

Tasks require walking, sitting, bending, reaching, and mobility. Work requires use tools, computer skills (word processing, spreadsheet, and data-entry via SAP system), attention to detail and accuracy. Communication skills including listening and speaking are required for interaction with other employees, vendors, and customers. Strong interpersonal skills, the ability to balance multiple tasks and any stress associated with the duties and responsibilities of this position are essential requirements in the performance of this job.

POSITION REQUIREMENTS

Company Values

Pfeiffer Vacuum believes that we are all suppliers and customers of someone in our organization. Our employees must be able to demonstrate this customer-centric belief - which means that you are value-adding, reliable, performance-driven, innovative, service-minded, and agile – in all of their business activities. We expect that our company values of open mindedness, trust, communication, thinking strategically/being creative, being courageous, accountable, and humble, ethical sensitivity/compliance, resilience/facing diversity and fostering a culture of empowerment, engagement and collaboration will drive the actions of our employees.

General Qualifications

Strong organizational and creative problem-solving skills as well as good planning and technical equipment troubleshooting skills required. Ability to work under tight deadlines in a dynamic group environment is necessary. Experience in high vacuum technology is essential as is knowledge of the field service type requirements that this position will support.

Education and/or Experience

Bachelor’s degree preferred. Typically requires three to five years of experience in an electro/mechanical based service capacity, and in an industrial/office work environment. Knowledge of vacuum pumps, and their associated accessories, Semiconductor industry, Pfeiffer company products is a plus. Experience with Microsoft Office is required, as well as excellent verbal and written communication skills. Highly self-motivated, detail-oriented person. Desire and ability to assume a leadership role as the go to person for daily processing related task in a high volume, service business is needed. Effective supervisory related skills that include active listening, training ability, and experience in performance evaluation and modification, coaching/mentoring and career development are highly desired.

Language Skills

Essential functions require the ability to read, write and speak English. Professional, polite, and clear communications, both written and verbal, are required.

Mathematical Skills

Basic Mathematical skills.

Reasoning Ability

This position must develop a schedule and plan to support the customers’ 24/7/365 operation. The ability to understand the customers’ requirements and plan the support strategy is essential. Must be able to solve both practical and complex problems and deal with a variety of factors in situations where only limited standardization exists.

Certificates, Licenses, Registrations

Valid Driver’s License

TOOLS AND/OR EQUIPMENT

This position requires the use of hand and power tools, plus a computer extensively with demonstrated abilities in the use of Microsoft products as well as other common office type equipment.

WORK ENVIRONMENT

This position will work at the customer’s site to support the Company’s employees and the customer’s representatives.

Pfeiffer Vacuum is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability.

If you are an individual with disabilities who needs accommodation or you are having difficulty using our website to apply for employment, please contact Danielle Clair at 530-841-9150 .

Job Tags

Similar Jobs