Field Service Manager

Who We Are

Applied Materials is a global leader in materials engineering solutions used to produce virtually every new chip and advanced display in the world. We design, build and service cutting-edge equipment that helps our customers manufacture display and semiconductor chips - the brains of devices we use every day. As the foundation of the global electronics industry, Applied enables the exciting technologies that literally connect our world - like AI and IoT. If you want to push the boundaries of materials science and engineering to create next generation technology, join us to deliver material innovation that changes the world.

What We Offer

Location:
Milan,ITA

You'll benefit from a supportive work culture that encourages you to learn, develop, and grow your career as you take on challenges and drive innovative solutions for our customers. We empower our team to push the boundaries of what is possible-while learning every day in a supportive leading global company. Visit our Careers website to learn more.

At Applied Materials, we care about the health and wellbeing of our employees. We're committed to providing programs and support that encourage personal and professional growth and care for you at work, at home, or wherever you may go. Learn more about our benefits.

Key Responsibilities:

Operational & Financial Management

• Defines and monitors performance metrics, reporting progress against business unit and customer-specific goals.

• Forecasts manpower, financial, and operational requirements for service activities including start-ups, warranties, service agreements, and paid services.
• Manages service projects to ensure timely and cost-effective completion within budget.
• Oversees local inventory and RMA (Return Merchandise Authorization) procedures, ensuring compliance and cost control.
• Maintains Days Sales Outstanding (DSO) and warranty reserves in line with company targets.

• Monitors and analyzes key performance indicators (KPIs) to assess service efficiency, customer satisfaction, and operational effectiveness, implementing corrective actions as needed to meet business objectives.

• Serves as the primary interface for customer sites in Italy, ensuring service commitments are fulfilled and satisfaction is maintained.
• Escalates system issues promptly according to established procedures to minimize downtime.
• Delivers on guaranteed uptime and service parameters as agreed with customers.
• Anticipates customer needs and drives the implementation of effective solutions to high-value problems.

• Interviews, hires, and trains Customer Engineers (CEs) to support service operations.
• Fosters employee engagement through clear communication, goal setting, and career development planning.
• Promotes a culture of safety and continuous learning, ensuring the team maintains required skills and certifications.
• Identifies and nurtures leadership potential and specialist talent within the team.

• Leads initiatives to improve service quality, reduce cycle time, and enhance technical performance.
• Encourages workforce involvement in continuous improvement and operational excellence programs.

• Proven experience in field service management or a similar operational leadership role.
• Strong understanding of service delivery, customer satisfaction, and team development.
• Excellent communication, problem-solving, and organizational skills.
• Ability to manage budgets, forecasts, and performance metrics effectively.