Service Manager

**Service Manager**

**Company description**

Fastmicro is a technology leader in advanced surface particle contamination inspection equipment, serving the microtechnology industries. Our fast particle detection and measurement solutions offer high throughput and cost-efficient cleanliness control at sub-micron level, reducing defectivity, failures and yield losses.

**Mission**

Our mission is to enable our customers to qualify their products on particle cleanliness and help them in finding the root causes of their particle contamination.

Due to growth of our organization we are currently looking for a Service Manager to help us with further professionalizing our service organization and processes. You’ll achieve this by e.g. assuring our service processes are executed according to the highest quality standards.

**Role description**

As Service Manager you are ultimately responsible for assuring optimal customer satisfaction by leading and optimising our technical service department. Currently, our service organization consists of 5 specialists, all with broad organisational and deep knowledge of our products. Furthermore, you are responsible for managing our aftersales support, technical support and maintenance of our hightech systems. Moreover, you will be the first point of contact for our clients and internal teams.

Our service purpose comprises several aspects, namely:

- Customer satisfaction: e.g. ticket incidents, lead time to solve, downtime etc.;
- Aftersales: e.g. upgrade options;
- Finance: e.g. expenses budget, warranty, stock budgets;
- Service: what can be outsourced and what is scaleable;
- Robustness of our systems.

For this position we are looking for a specialist who, preferably, has experience (or affinity) within the semiconductor industry.

**Further responsibilities include**:

- Leading our service team: Coaching and providing operational leadership of our service engineers to deliver an optimal service level;
- Customer support: You are the technical first point of contact for our customers globally. Providing support during (complex) technical matters, installations, maintenance procedures and follow-up in case of system disruptions.
- Optimising service processes: Development, implementation and improvement of our service and maintenance processes to increase efficiency and assure customer satisfaction;
- Technical knowledge transfer: Collaborating with R&D, production and sales to ensure product knowledge is up-to-date;
- Projectmanagement: Initiating and executing of service projects, including budgets, planning and and customer meetings;
- Contract management: Establishing and maintaining SLA’s (Service Level Agreements);
- Training and development: Providing continuous (product) training and certifications of our service team, both internal and external to ensure optimal service performance;
- Reporting & KPI’s: Monitoring of service performance to ensure optimal customer satisfaction and efficiency.
- At least 5 years of experience;
- At least a Bachelor degree in Mechanical, Electrical, Mechatronics Engineering, Management or related;
- Willing to travel;
- Has a customer focused and problem solving mindset;
- Experience in a (high-tech or OEM) service driven environment is a plus;
- Experience with leadership or hierarchical leading positions in technical teams;
- Experience with customer and relationship management;
- Fluent in English, both written and oral;
- Dutch is considered a plus;
**What we offer you**

Our current working environment is best characterized as practical and hands-on. We see challenges in solving (complex and technical) problems. Working at Fastmicro also means working in a professional scale-up environment where you will have a substantial influence during the development and production of our optical systems. We have an informal way of working with our colleagues and are appreciative of short communication lines.

On Thursdays we have a personal trainer at the office where our colleagues can join a voluntary weekly bootcamp. Besides this, we offer you:

- Permanent contract;
- Fulltime gross annual salary between €54.000 and €84.000 euro, excluding holiday allowance and bonus;
- 25 holidays;
- 8% holiday allowance;
- Annual bonus;
- Participation in our pension arrangements.

**We’d like to hear from you**

Has this vacancy sparked your interest? Then we’d like to hear from you. Please contact us for more information about this position or the selection process. To apply, please upload your CV and a cover letter explaining why this position fits your interests.

Soort dienstverband: Fulltime, Parttime, Vaste baan

Salaris: €54.000,00 - €84.000,00 per jaar

Verwacht aantal uur: 32 - 40 per week

Aanvullende vergoedingen:

- Bonusregeling
- Vakantiegeld

Arbeidsvoorwaarden:

- Aandelenopties
- Budget voor professionele ontwikkeling
- Dienstreizen vergoeding
- Flexibele werkuren
- Kosteloos parkeren
- Pensioen
- Reiskostenvergo