ASM is a leading global supplier of products, services, and materials for semiconductor processing. For more than half a century, innovation has been at the core of everything we do. Our smart, ambitious people are dedicated to creating cutting-edge solutions for the world’s leading semiconductor providers. Every day we push the development of next-generation computer-chip technology, always staying a few steps ahead of what’s next.
The talented, enthusiastic people at ASM are just like you: dedicated to improving people’s lives and unlocking new potential. With our collaborative approach to R&D, we advance key semiconductor technologies and platforms like ALD, epitaxy, PEALD, PECVD, and vertical furnaces. And we have recently entered the promising high-growth market: silicon carbide epitaxy. Year after year, our innovations help to make chips smaller, faster, and more powerful. In fact, you will find our technology in every aspect of modern life: in AI, medical equipment, 5G, smartphones, autonomous driving, and more.

Job Summary:

As a member of the Global Sales and Services business unit, the service manager position is responsible for maintaining customer satisfaction while providing highly valued services and support to ASM customers.

The primary responsibilities for this role are to lead a team of Field Service Engineers and Process Engineers to provide world class customer service to ensure positive outcomes for ASM customers while executing to ASM aftermarket sales strategy.

This position requires significant engagement with strategic customers and is relied upon by a number of ASM senior leaders and executive management stakeholders for delivering on both customer satisfaction initiatives and key business results.

Roles and Responsibilities

• Create /sustain a work environment and culture where safety and quality is a top value
• Create/sustain a work environment and culture where mutual trust, respect, and open communication is highly valued
• Responsible for development of their technical team and performance is proactively managed through real time coaching and corrective actions as necessary
• Ensure all senior technical individual contributor pipeline plans are actively managed
• Full accountability for meeting service operational KPI’s to meet annual operational plan deliverables
• Full accountability for workforce sizing to meet customer investment cycle and establishing workforce needs as part of annual operating plan setting.
• Responsible for the execution of strategic business initiatives to achieve revenue, margin, market share growth, and operational excellence targets within the service and spares business areas
• Must be able to influence other senior leaders and executives through clear, concise, and cognitive communication with all relevant data
• Owns customer invoicing and participates in service bookings and billings forecasting process
• Owns overall customer satisfaction specific to service delivery

Education
Bachelors or Master’s Degree in a technical discipline or related field.

OR

An equivalent combination of education and experience for which comparable knowledge, skills and ability has been achieved.

Experience / Required skills

10 years of experience in semiconductor industry supporting complex capital equipment and process technology

2 years in a leader/ people management role

Extensive knowledge and experience with customer satisfaction, service & spares business, and or account management, preferably within the semiconductor industry. A proven track record of problem solving is a must.

At ASM we are committed to supporting our people, enabling them to develop their talents and perform at their best. We actively promote an inclusive and diverse culture that fosters trust and transparency. Our people are our power, and we value the differences between everyone because it is what make us better as a team. By embracing a wide range of perspectives, we enable a culture of continuous exploration and adoption of new ideas. At every step, we know that it is our valued people who enable us to deliver excellent products and service to our clients – and to make a meaningful difference in society.

So join us on our journey and unleash the power of an open mind. Discover how you can be part of our exciting future and apply today! To learn more about ASM, find us at asm.com and on LinkedIn, Facebook, Instagram and YouTube.