Section Manager Service

HVM Field Service Manager (ALD)

As a member of the Global Sales and Services business unit, our HVM Field Service Manager is the on-site service manager expert in supporting our tool sets at our customer locations. In this role, the Field Service Manager is responsible for managing a team of Field Service Engineers in maintaining customer satisfaction while providing highly valued hardware services and support tool performance and ensuring the ASM products meets our customers requirement. The Field Service Manager is a technical bridge between the customer’s hardware and process teams and the customer account team.

The Field Service Manager is a key customer interface and must demonstrate responsibility and proper communication when interacting with the customer. Delivering customer satisfaction is a key objective in this role.

Responsibilities

• Create /sustain a working environment and culture where safety and quality is a top value.
• Create/sustain a working environment and culture where mutual trust, respect, and open communication is highly valued.
• Must be able to influence other senior leaders and executives through clear, concise, and cognitive communication with all relevant data.
• Owns overall customer satisfaction specific to service delivery for a 24x7 operations.

• Support equipment qualification during installation start-up to ensure achieve customer hardware specifications are achieved, customer schedule is achieved, and ASM budget is achieved.
• Trace achievement of customer specifications through installation, start-up, and warranty phases, and drive containment, short-term solutions, and long-term solutions that ensure the customers’ requirements are achieved.
• Develop, maintain, and ensure relevance of technical information used by internal and external stakeholders – especially sharing lessons learned within our key account organization and Global Sales and Services business unit.
• Ensure communication vehicles, telephone, email, and presentation, etc., facilitate efficient and consistent follow-up with internal and external stakeholders.
• Work closely with the Customer to design and conduct experiments to meet the Customer’s need (new development, CIP, troubleshooting, tool-to-tool matching).
• Evaluate, understand, and identify current customer needs, while also anticipating future needs and building long-term sustainable relationship and solutions.
• Drive continuous improvement of the customer experience through team, processes, and support tool development.
• Full accountability for workforce sizing to meet customer investment cycle and establishing workforce needs as part of annual operating plan setting.

Competencies to be Successful.

• Capable of working in a multi-cultural organization.
• Remain poise in high-stress situations.
• Accountability for one’s work and team.
• High empathy for our customers.
• Strong troubleshooting methodology and solution selection experience.
• Driven to eliminate failure modes and drive solutions by collaborating with multiple stakeholders.
• Well organized individual capable of illustrating those thoughts and translating plans into action within a matrixed environment.
• Excellence in communication (verbal and written)
• Tenacity to get the job done thoroughly and accurately.
• Proactive attitude to resolve issues.
• Being able to adapt to change in priorities based on customer requirements.

Education/Experience/Skills Requirements

• Bachelor of Science or Master of Science in chemical engineering, electrical engineering, materials science, or physics.
• 10+ years of relevant professional experience within a related industry.
• Broad technical experience and business perspective preferably in the Semiconductor / Capital Equipment industry.
• 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.
• Knowledge of and experience with semiconductor device applications, vacuum techniques, film characterization and metrology techniques, and deposition processes and equipment. Preference will be given to candidates who have a demonstrated history of working in HVM environments preferably with ASM equipment.
• Experience with advanced troubleshooting/structured problem analysis methodologies.
• Proactively support escalations, develop and manage action plans, and ensure clear communication between customer, service team, business unit, or other sub-suppliers.
• Ability to travel up to 20%, as necessary and possibly for extended periods of time for training and technical engagement, as well as to other Customer sites, as needed.
• In case of escalations, additional hours and working weekends may be required.

Additional Preferred Skills Requirements

• Experience in supporting Level 1 tier customers from Taiwan.
• Fluent in Mandarin
• Experience in Thermal Atomic Layer Deposition capital equipment support.

Must understand the Intellectual Property boundaries between ASM and the Customer and be able to maintain IP, as appropriate, during all external and internal interactions.