Service and Support Manager

About RSI

RSI designs, develops, manufactures, and services advanced X-ray fluorescence (XRF) machines for the semiconductor industry. As we expand our global presence, we’re looking for a hands-on, strategic Service and Support Manager to establish and lead our global service operations, ensuring customer satisfaction, operational excellence, and future revenue generation.

Role Overview

You will be responsible for building and managing RSI’s global service and support function, with a focus on delivering exceptional technical support and field service to our installed base. This is a critical leadership role interfacing with international customers, distributors, and internal teams including R&D, Product, and Operations.

Key Responsibilities

• Lead and grow the global service and support team, including direct management of service engineers.
• Oversee installations, preventive maintenance, troubleshooting, and repair of X-ray systems at customer sites.
• Build and implement scalable service processes, SLAs, and performance KPIs.
• Serve as the primary point of contact for international customers, agents, and distributors for all service-related matters.
• Develop and commercialize service offerings (contracts, upgrades, extended warranties) as a new revenue stream.
• Establish and maintain service documentation, training programs, and remote diagnostics tools.
• Collaborate with R&D and Product teams to resolve technical issues and feed customer insights into product improvements.
• Develop the service and support infrastructure for new products (NPI – New Product Introduction), including documentation, training, logistics, and support readiness.
• Manage service logistics, spare parts planning, and coordination with the Operations team.
• Ensure customer satisfaction through proactive support and continuous improvement initiatives.

Qualifications

• 5+ years of experience in service and support roles within the semiconductor equipment industry – mandatory.
• Proven experience managing field service teams or global service operations.
• Experience with service NPI, including the development and deployment of service infrastructure for new products.
• Strong understanding of SLAs, service metrics, and customer satisfaction frameworks.
• Hands-on technical background in capital equipment – X-ray experience is a plus.
• Experience interfacing with international distributors and supporting customers in Asia – advantage.
• Familiarity with ERP systems (Priority – advantage).
• Excellent communication, organizational, and problem-solving skills, including advanced methodologies of Root Cause Analysis.
• English – excellent level (spoken and written).
• Willingness to travel internationally (approx. twice per quarter).

Why Join Us?

This is a unique opportunity to shape the future of service at RSI – to build infrastructure, define standards, and drive a new revenue stream from the ground up. You’ll work with cutting-edge technology in a fast-growing company at the heart of the semiconductor industry.