Senior Field Service Supervisor

About the role

MKS is looking for a Senior Field Service Supervisor in Taiwan. The role combines team leadership and training of field engineers with hands-on operational management of service delivery in an assigned territory or account base, and close liaison with high-value clients.

Key responsibilities

• Mentor and train junior field service engineers and technicians, acting as the go-to resource for complex troubleshooting.
• Monitor team performance, give constructive feedback, run formal evaluations and allocate engineers according to task complexity, customer needs and skill sets.
• Handle escalations for critical or long-standing technical issues at client sites and coordinate daily schedules, preventive maintenance windows and 24/7 emergency support.
• Analyze service metrics such as mean time to repair and first-time fix rates to improve workflows.
• Represent the company to high-value clients, meeting stakeholders such as fab managers and equipment engineers to review service performance and address pain points.
• Translate technical field data and failure analyses into clear summaries or presentations for management and clients.
• Oversee spare parts inventory so critical components are available for priority dispatches, and ensure diagnostic equipment and field tools are calibrated and maintained.

Required profile

• University graduate in Electronics, Mechanical Engineering or equivalent.
• At least 2 years of customer service experience in equipment servicing.
• Good command of spoken and written English and the local language.
• Customer-oriented, ethical and able to earn the trust of others.

Required skills

• Excellent phone and computer skills, including Word, Excel, Outlook and PowerPoint.
• Good presentation skills.