Service Manager

Job Title: Service Manager

Location: Higashi Hiroshima, Japan
Industry: Semiconductor Capital Equipment

General Responsibilities

The Service Manager is responsible for overseeing all customer service activities related to ASM products installed within the assigned region. This includes managing equipment installation, qualification, and ongoing service support for ALD, PEALD, CVD, PECVD, and EPI systems. The role also includes ownership of regional spare parts depots and consignment inventory levels.

The Service Manager is accountable for achieving financial targets for both service and spares businesses and for leading and developing a high-performing team of Field Service Engineers (FSEs).

Objectives

• Stay informed on account goals, roadmaps, financial performance, personnel matters, and customer/supplier concerns.
• Motivate and guide team members to deliver high-quality work within budget and schedule.
• Continuously measure performance and implement corrective actions as needed.
• Provide regular updates on progress, challenges, and opportunities to the Account Director.
• Build a professional service organization aligned with ASM and customer expectations.
• Improve organizational structure and standardize service procedures.
• Create optimal conditions for product support, including tools and documentation.
• Provide feedback to product teams to enhance maintainability and uptime.
• Develop and implement new processes and reporting structures.

Specific Duties

• Foster a “Safety and Quality First” culture while meeting customer service goals.
• Engage early in new product development to ensure FSE readiness for product launches.
• Advise site personnel on routine and complex service tasks.
• Schedule resources and manage service jobs to timely completion.
• Ensure compliance with all support-related contractual obligations.
• Collaborate with Sales to close Spares and Service contracts.
• Interface with senior-level customers and internal stakeholders.
• Contribute to departmental policy decisions and strategic planning.
• Drive customer satisfaction and FSE utilization.
• Lead people management across departments, including career development and annual reviews.
• Manage FSEs and group leaders to maximize performance and job satisfaction.
• Enforce adherence to service policies (e.g., Service Bulletins, FSM usage, time reporting).
• Promote use of online documentation to support continuous improvement.
• Plan and organize team activities and schedules.
• Coordinate with other departments to align service efforts.
• Define annual goals for FSEs to support account objectives.

Education Requirements

• Bachelor’s degree or higher in Engineering or a related technical field.

Experience Requirements

• 5–10 years of experience in Field Service Management, preferably in the semiconductor capital equipment industry.

Skills & Competencies

• Business-level proficiency in both Japanese and English.
• Strong interpersonal and influence skills with senior management.
• Experience in P&L management and business operations.
• Deep understanding of customer satisfaction and account management in a service environment.
• Knowledge of ASM technologies and semiconductor industry applications.
• Excellent project and time management skills.
• Strong verbal and written communication abilities.
• Proven leadership and people management experience.
• Experience in revenue forecasting.
• Proficiency in SAP.