About this role
Lead II, Service operations
Mid-senior level
Field support – Service and process
South Korea > Hwaseong
Full-time
Bachelors
10-25%
Job details
Step into a career with ASM, where cutting edge technology meets collaborative culture.
For over 55 years ASM has been ahead of what’s next, at the forefront of innovation and what’s technologically possible. With more than 4,500 ASMers representing 70 nationalities, our people and our advanced semiconductor devices are playing a crucial role in trends such as 5G, cloud computing, AI, and autonomous driving. But we’re more than just a tech company. We value diversity, inclusion and sustainability as we strive to make a positive impact on the world. Our development programs help support your growth, shaping your future and pushing the boundaries of innovation to unleash potential.
Job's mission
The Service Operations Leader for the Samsung account is responsible for driving operational excellence across field service activities supporting ASM semiconductor equipment. This role acts as the primary operational focal point between customers, field service teams, business units, supply chain, and management to ensure effective service delivery, escalation management, resource readiness, and customer satisfaction.
The Service Operations Leader coordinates day-to-day service operations, manages service readiness, and supports strategic initiatives to improve uptime, operational efficiency, and customer experience.
What you will be working on
Lead service operations supporting Samsung sites. Act as the primary operational interface between Samsung, ASM Field Service, Business Units, Supply Chain, and supporting organizations. Coordinate and manage customer escalations, ensuring timely communication, action plans. Monitor service KPIs including tool uptime, response time, PM completion rate, backlog management, and customer satisfaction metrics. Develop and lead all kind of operational plans and operational risks. Ensure spare parts readiness, PM kit availability, and service logistics support to minimize operational impact. Support manpower planning, workforce readiness, and service coverage strategies for customer demand. Lead cross-functional task forces to resolve recurring operational issues and improve service performance. Drive continuous improvement programs focused on operational efficiency, productivity, cost reduction, and customer satisfaction. Provide regular operational reviews and executive-level updates to ASM leadership and customer stakeholders.
What we are looking for
Bachelor’s degree in engineering, Physics, Materials Science, Business Management, or a related field. 15+ years of experience in equipment service, operations, manufacturing support, or related industries. Strong experience in customer-facing service operations roles. Experience managing customer escalations and critical operational issues. Demonstrated ability to coordinate cross-functional teams in a fast-paced environment. Strong analytical, communication, and problem-solving skills. Ability to travel up to 20% domestically and internationally. Bilingual in English and Korean.
What sets you apart
Experience supporting WW equipment company operations. Experience with WW equipment service organizations. Knowledge of service operations management, spare parts planning, PM program management, and customer support models. Experience driving operational improvement programs and KPI management. Familiarity with ASM equipment and service delivery processes. Experience supporting site ramp-up and manufacturing expansion activities.