Global Service Team Leader

Nova Measuring Instruments

Full-time - Mid Level

1,001-5,000 employees

Professional, Scientific, and Technical Services

About the position

The Global Service Team Leader at Nova is responsible for leading a team of service engineers to provide comprehensive product support to customers in the semiconductor manufacturing industry. This role involves training, installing, and supporting Nova's products at customer sites worldwide, ensuring high levels of customer satisfaction and effective service delivery.

Responsibilities

• Implement the Customer Support Policy for the OEM End User.
• Supervise, maintain, and support company systems in the field.
• Support OEM partners and End Users internal service as defined under warranty and service support agreements.
• Maintain, support, and guide proper training to all users, including OEM and End User personnel.
• Oversee & lead all escalations, plan, control, prioritize and coordinate activities.
• Lead or involve in evaluations, beta or proliferation and acceptance process, or assign HQ specialists to support it.
• Maintain proper reporting methods for all activities of customer support as defined by the Territory Service Manager/Customer Support Manager.
• Maintain company's parts inventory under the position's control.
• Assist in new equipment integration, add-ons, and upgrades.
• Provide feedback to the headquarters based on experience gained with customers.
• Support the customer beyond the defined working schedule as required.

Requirements

• B.Sc. in Electronics/Mechanical Engineering or equivalent— Must
• Minimum 3 years of experience as Support Engineer— Must
• Previous experience and familiarity with the semiconductor industry or capital equipment manufacturers— Must
• Excellent level of English—both spoken and technical— Must
• Working knowledge of integration with different equipment platforms and communication protocols such as SECS/HSMS
• Strong mechanical and electrical aptitude with independent troubleshooting ability.
• First level software troubleshooting and support
• Master degree in physics/mechanical engineering or equivalent - advantage
• Data analysis capabilities /8D failure analysis/structured problem-solving advantage.
• Ability to travel 30% of the time.
• Previous experience working with multi-discipline semiconductor metrology equipment preferred.
• Understanding of semiconductor practices, safety, ergonomics, and yield requirements.

Nice-to-haves

• Excellent communication, presentation, and interpersonal skills, with the ability to influence and engage at all levels of the organization.
• Team player
• Service oriented

Benefits

• Innovative work culture
• Opportunity to make an impact
• Multidisciplinary global team environment