The Director, Field and lab Operations will oversee global technical support assignments, projects, and programs across TPS and GPS organizations. Key responsibilities include leading customer engagement, resolving high-value issues, and generating global reporting to surface top customer issues and drive closure plans.
Requirements
- Direct and oversee global technical support assignments, projects, and programs across TPS and GPS organizations.
- Ensure correct assignment, utilization, and performance of engineers supporting customers and products worldwide.
- Provide highly visible, senior-level customer engagement to resolve high-value, complex issues that impact customer technology milestones.
- Lead on-site installation, diagnosis, troubleshooting, service, and repair of complex equipment and systems through GPS and TPS teams.
- Review, monitor, and close customer action plans to ensure sustained customer satisfaction and installed-base performance.
- Generate global, multi-product reporting to surface top customer issues and drive closure plans.
- Act as Go-To-Market lead and primary AGS interface for new product rollouts and roadmap execution.
- Partner with account teams, Sales, and Marketing to support product introductions, customer specials, RFQs, and technical presentations.
- Ensure legacy corrective actions and field Lessons Learned are incorporated into new product design intent.
- Participate in Engineering design reviews and contribute to FMECA processes.
- Own and execute alpha and beta site system strategy, test plans, reporting, and engineering feedback loops.
- Ensure customers are informed of technical improvements and upgrades available to the installed base.
- Influence Engineering organizations to prioritize and resolve customer-related design, hardware, software, yield, and performance issues.
- Partner with Quality & Reliability (Q&R) teams to review, prioritize, and address top field issues.
- Resource and lead multi-functional taskforces to resolve complex technical problems using advanced and innovative approaches.
- Drive resolution of systemic issues to reduce installation cost, warranty exposure, and field failures.
- Lead development of new principles, concepts, and service methodologies to improve field performance.
- Ensure all managers, supervisors, and engineers meet required safety, compliance, and technical training standards.
- Define and implement comprehensive training strategies for new products, including “train-the-trainer” models in partnership with Global Technical Training (GTT).
- Develop and proliferate new procedures, documentation, Best Known Methods (BKMs), and service methodologies across teams.
- Mentor and develop engineers and leaders to support technical excellence, succession planning, and career growth.
- Identify new parts required for service and ensure alignment with AGS on stocking strategy and global availability.
- Coordinate aftermarket support readiness with AGS and field organizations to ensure seamless customer support post-install.
- Ensure service infrastructure, documentation, tools, and methodologies are NPI-ready.
- Define project and program objectives, outcomes, milestones, viability assessments, and resource plans for assigned areas.
- Ensure systems engineering projects and programs are executed to defined requirements, cost targets, timelines, and resource plans.
- Oversee Lab Operations and infrastructure necessary to support development, validation, and troubleshooting activities.
- Manage program definition, execution strategies, and implementation activities across multiple sites and functions.
- Direct managers, supervisors, and multi-disciplinary teams across geographically distributed organizations.
- Lead highly visible, cross-functional initiatives providing strategic and technical thought leadership.
- Execute segment and functional business plans while contributing to broader organizational strategy.
- Foster a culture of accountability, collaboration, innovation, and customer focus.
- Serve as a recognized functional expert (“guru”) with broad and deep expertise across systems, technologies, and methodologies.
- Apply industry, commercial, and regulatory awareness to influence business direction and operational performance.
- Proactively identify and solve highly complex problems using advanced, innovative, and ground-breaking approaches.
- Impact business results and direction through development of innovative services, solutions, and capabilities.
- Negotiate and influence senior executives, customers, regulators, vendors, and external stakeholders.
- Exercise high judgment, audience awareness, and executive-level communication skills.
- Ensure full compliance with company Standards of Business Conduct, demonstrating the highest level of ethical behavior aligned to core values.
Benefits
- Flexible work schedule
- Comprehensive training and development opportunities
- Opportunities for career growth and advancement
- Competitive salary and benefits package
- Relocation assistance
- Stock options
- Comprehensive health insurance
- 401(k) matching
- Generous parental leave policy
- Tuition reimbursement
