As a Service Manager， your mission is to [The position acts as a key interface between customers and Edwards internal functions, coordinating with Sales, Technology, Applications, Remanufacturing, Logistics, Enterprise Venture Capital, and external service partners. By strengthening service operations, customer relationships, and cross-functional collaboration, the role supports new equipment sales, service revenue growth, and continuous improvement in equipment reliability and total cost of ownership.]. You will report to [National Service Manager].
You will
- Build and maintain an installation library; collect and provide timely feedback on competitor products and usage to support Edwards VSC and VSS sales decisions.
- Maintain weekly and monthly communication with customers and relevant internal stakeholders, and organize service review meetings as required.
- Implement preventive service management practices and manage maintenance cycles.
- Develop and maintain effective working relationships with customers.
- Ensure all field and on-site service activities comply with Edwards standards and applicable legislative requirements, safeguarding people, processes, equipment, and the environment.
- Ensure contractual service commitments are fulfilled according to agreed scope and timelines.
- Support Field Engineers to ensure appropriate service standards are consistently delivered.
- Plan and schedule service activities; allocate resources effectively and ensure appropriate skill levels, labor, and materials to deliver services cost-effectively.
- Ensure Service Information Bulletins (SIBs), engineering changes, product training, and safety bulletins are effectively communicated and completed.
- Interface with customers at appropriate levels and provide technical support and guidance to customer engineers
- Report service events and actions to the Customer Support & Service Director (China) and Key Account Managers to support analysis of equipment reliability and total cost of ownership
- Manage service budgets and expenditures, ensuring correct allocation and control of labor and material costs.
We encourage you to apply even if you don't meet every single requirement. We value diverse experiences and perspectives and are excited to see what you bring to the role.
Customer & Communication Skills
- 5+ years of experience in the semiconductor industry, with strong customer-facing exposure
- Excellent written and verbal communication skills, with the ability to manage complex and high-pressure customer situations effectively
- Demonstrated teamwork mindset and strong customer service orientation
Leadership & Management Capabilities
- Proven people leadership experience, including coaching and mentoring team members to improve team effectiveness
- Ability to identify improvement opportunities in processes and procedures and drive continuous improvement
- Demonstrates integrity, resilience, and sound judgment; able to earn trust and lead through change
- Growth mindset with a commitment to continuous personal and professional development
Personal Effectiveness
- Strong problem-solving and decision-making skills in fast-paced, high-pressure environments
- Proven ability to deliver consistent, high-quality results while driving innovation and customer success
- Strong interpersonal skills, acting as a role model and effective collaborator across functions
- Good understanding of broader business operations beyond own functional area
Education & Experience
- Bachelor’s degree in Electrical, Mechanical, or related technical discipline (or equivalent experience)
- Minimum 2 years of experience in a management or leadership role
- Strong customer service capabilities; multilingual skills are a plus
- Culture of trust and accountability
- Lifelong learning and career growth
- Innovation powered by people
- Comprehensive compensation and benefits
- Health and well-being
Option 1: On-Site
This role requires you to work on-site at our office in Shanghai. You will be part of a dynamic team and enjoy the benefits of face-to-face collaboration.
Talent Acquisition Team: Summer Danfeng Hu
