Service Team Leader - Italy

Functional area: Service

Country: Italy

City: Catania

Company name: Edwards S.r.l.

Date of posting: Nov 26, 2024

Service Team Leader Italy

Mission/Purpose of the Job
Edwards is proud to lead the vacuum and abatement industry. Committed to safe and sustainable innovation, our Field and Onsite Service teams work alongside our customers, to install, commission, maintain and troubleshoot our Products, enabling technology for everyone across the planet. The most important characteristic of our Team Leader is the ability to role model and to successfully lead the team to deliver the highest levels of field service and ensure strong levels of customer satisfaction.

The team leader will ensure the high utilization of the FSE team, and that they have the tools and training to be well-equipped to perform the role to the highest standards and in adherence to Edwards processes and local safety legislation. With a strong focus on quality, the Team leader will ensure the ongoing coaching and development of the team is in place to support technical and customer-facing skills development.

Main Responsibilities
The main responsibilities are to supervise and coordinate all maintenance activities (including installation and commissioning), and support these activities when needed, of Edwards products in line with Edwards global standards, whilst ensuring complete customer satisfaction. Some of the key accountabilities within this role include the FSE Utilization, and accurate material and labour forecasts for the correct processing of the service contracts.
Other responsibilities include:

• Complete documentation of all QBR results and the resulting continuous improvement solutions together with the Technical Lead.
• Support the Key Account Team and the Business Development Manager in selecting and pricing suitable products, as well as service products/solutions and service contracts.
• Responsible for comparing RGA analyses and corresponding customer communication.
• Responsible for relevant information exchange such as trend analysis, VOC and specific customer projects.
• Establishes and proactively maintains relationships with key customers and acts as the primary contact between the customer and Edwards to ensure all opportunities are captured by the appropriate lines of business
• Working closely together with the Technical Leads, conducts/oversees advanced faultfinding and troubleshooting support, targeting to resolve or escalate issues within contractual timeframe commitments to meet customers’ expectations. Manages root cause analysis investigations on site and is the main communication point between the customer and Edwards regarding technical concerns.
• Ensures that all field service activities undertaken by the team are conducted within the boundaries of all applicable regulations, policies and procedures to ensure organizational, safety and health obligations are met. Manages the adherence of all relevant aspects of the field service team to risk control elements.
• Collects and reviews data from the team to present to technical support personnel or the customer, to enable informed decisions
• Manage and oversee the use of Edwards processes and operating platforms (e.g. Ed Centra & SMA systems) to accurately capture service-related information as determined by the scope of responsibility for the creation of field service notifications and orders, through to completion. Identify, resolve and/or escalate any process or system issues to ensure continuous improvement
• Assesses the learning needs for the team, and organizes product and technical training, ensuring minimum standards are met, and recorded as part of a formal certification process. In addition, will assess and manage the soft skills training requirements. Manages the performance, training and development of the field service team, ensuring that best practice is at the forefront of all actions and activities.
• Responsible for the well-being and inclusion of the FSE team, mentoring the FSE teams and impart experience to the rest of the team.
• Manages the setup and operation of software products and monitoring platforms (Service Management Application (SMA) Case Management System (CMS)) Edcentra / PDM
• Adheres to, reviews, monitors and updates procedural documentation aligned to business best practice
• Oversees the logistical management of inventory at customer sites.
• Support the Service Manager for the resource planning (holidays, trainings, sickness, recruitment)
• Advise the Sales Operations Team on technical matters (parts/accessories I.D.) to empower them to pursue enquiries directly with the customer.
• Oversee maintenance of the Technical Support Share Point
• Proactively strive for continuous process improvement and personal development.

Skills / Knowledge / Experience

• Education: Diploma or university degree in a technical field or at least 5 years of proven comparable professional experience in the semiconductor industry
• Knowledge of the vacuum area or high vacuum area is required.
• Good written and verbal communication skills. Proficient in the home country language, a strong command of written and spoken English is required.
• Strong customer focus to ensure delivered solutions meet customer expectations and timeframes, whilst working in alignment with Edwards strategies and processes.
• Proactively seeks customer feedback and asks questions to understand customer‘s business to make effective decisions
• Continuously looks for better ways to improve efficiency, productivity and customer satisfaction
• Strong management skills including the ability to plan, prioritise and delegate whilst managing time, resources, schedules and cost
• Excellent people management skills to manage, motivate and develop team members to deliver company objectives
• Able to Coach/mentor and lead a team
• Ability to support difficult decisions in changing business conditions
• Understands and recognises differences between individuals and fosters a collaborative environment where individual differences are valued and respected
• Adapts own behaviour and communication style to different situations and uses effective communication techniques to convey own ideas and understand other viewpoints
• Demonstrates a visible and active commitment to adhere to and guide others to comply with, all applicable laws, policies and standards to ensure organisational, safety and health obligations are met
• Can understand and interpret technical documentation relevant to work e.g. technical drawings/P&IDs/Electrical Schematics and relevant SOPs /BKMS
• Demonstrates leadership potential with a minimum of 5 years of field service experience in a relevant or related industry, ideally with a strong customer-facing focus.
• Good command of Microsoft products with a high degree of competency in Outlook, Word, Excel, and Power Point
• Flexibility and willingness to take business trips lasting several days as and if required

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.