About this role
Job title: Service Manager
About the Role
As a member of the Global Sales and Services business unit, the Service Manager is responsible for maintaining customer satisfaction while providing highly valued services and support to ASM customers. The primary responsibilities are to lead a team of Field Service Engineers and Process Engineers to deliver world-class service and drive outcomes aligned with ASM aftermarket sales strategy, engaging with strategic customers and senior leaders.
What You'll Do
- Create/sustain a work environment and culture where safety and quality are a top value
- Create/sustain a work environment and culture where mutual trust, respect, and open communication are highly valued
- Develop the technical team and manage performance through real-time coaching and corrective actions
- Ensure all senior technical individual contributor pipeline plans are actively managed
- Own full accountability for meeting service operational KPIs and annual plan deliverables
- Own workforce sizing to meet customer investment cycles and annual operating plan
- Execute strategic business initiatives to achieve revenue, margin, market share growth, and operational excellence in service and spares
- Influence other senior leaders and executives through clear, concise, data-driven communication
- Own customer invoicing and participate in service bookings and forecasting
- Own overall customer satisfaction specific to service delivery
What We're Looking For
- Bachelor's or Master's degree in a technical discipline or equivalent experience
- 10+ years in the semiconductor industry supporting complex capital equipment and process technology
- 2+ years in a leader/people management role
- 5+ years supporting customers in the field, with extensive knowledge of customer satisfaction, service & spares, and/or account management, preferably in the semiconductor industry
- Proven problem-solving track record
- Ability to influence and communicate with senior leaders and executives using data-driven insights