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ASM

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Manager I, Customer Service, BU3

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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 Purpose:

As a Level 1 Customer Service Manager, you will serve as the primary interface between the company and our key semiconductor manufacturing customers in Japan. You will bridge the gap between complex technical Field Service Engineering (maintenance, upgrades/retrofit, refurbish, parts logistics) and Account Sales. Your goal is to eliminate customer tool down, maximize customer uptime, ensure high spares services fulfill rate, order fulfillment, new service sales opportunities (PM, retrofit, refurbish, spare parts) to reach revenue target and maintaining customer satisfaction.

Key Responsibilities:

Customer Relationship & Escalation Management:

  • Integrated Solutions: Active participation in account team in understanding customer needs and develop integrated customer support solution.
  • Commercial & Spares Agreements: Collaborate with (BU) business development and AT team (FSE and Sales) on customers agreement for Spares service levels and execute processes accordingly.
  • Customer Interactions: Lead, present, and drive customer interactions with effective, positive outcomes, specifically during difficult and high-pressure customers situation.
  • Proactive Engagement & Escalation prevention: Lead discussions and proactively communicate with internal and external customers. Attend customer meetings as required and maintain operational foresight to provide lookahead prevention actions for issues and/or escalations.
  • Commitment Delivery: Take full responsibility for meeting all Spares, logistics, and account commitments to maintain strong, trusted relationships with customers in Japan.

Operations, Spares Fulfillment & Supply Chain:

  • Fulfillment Execution: Oversee end-to-end order management, Tool Down or urgent order expedites, contact and consignment replenishment and backlog tracking, ensuring alignment with customer SLA, reversal supply chain (RMA) processes, and 100% billing/invoice accuracy.
  • Supply Chain & Planning: Foresee customer requirements to drive material and long- term delivery solution. Collaborate with Global Planners to adjust stocking levels as needed.
  • Logistics & Excellence: Improve processes for Spares, refurbish and retrofit delivery, by partnering with Global Logistics team to drive KPI’s performance.
  • Performance: Drive continuous operational improvement based on agreed KPI’s, providing regular reports such as On-Time Delivery (OTD) and Fulfillment Rate reports to the customers.

Leadership & People Management:

  • People Management: leading a local CSR team of 3+1 members. Guide, Train and Coach them. Identifying Training needs for talent growth and executing all corporate HR policies.
  • Strategic leadership: Develop and sustain customer service team closely interact with local Account Service team and global business strategies, managing complex trade-off decisions and configuring departmental budgets to control expenditures.

Experiences / Requirements:

  • Industry Experiences: ~10 years of relevant experiences within a large international Semiconductor or IT company, or high-tech industrial company, with a background in Customer Service, Supply Chain Management, Procurement or Sales background.
  • Operations & Process Knowledge: Proven track record in managing spares, customer fulfillment, and logistics operations, alongside a deep understanding of core Customer Services processes (including order management, inventory reconciliations, and invoicing.)
  • Analytical & Problem-Solving Skills: Structured and collaborative problem-solving abilities leveraging analytics; capability to navigate business complexity and influences decisions or processes that directly impact KPI performance.
  • Leadership & Strategic Thinking: A strategic thinker with strong people management, communication and decision-making skills, combined with a background in changing management and continuous improvement programs.
  • Communication & Stakeholder Management: External customers and internal interpersonal communication, presentation, and stakeholder management skills.
  • Tools & Technical Proficiency: Practical familiarity with SAP (Sales & Distribution and Materials Master modules) and Advanced Microsoft Excel skills (eg. VLOOKUP, Pivot Tables, Marcos), Power BI…
  • Work Ethic & Professional Attributes: Ability to prioritize, manage time effectively, and work autonomously with a strong “sense of urgency,” flexible mindset and proper “know-how” for escalating issues to stakeholders.

Education & Language:

  • Bachelor’s degree or higher in business administration, Supply Chain, or Industrial Engineering is preferred.
  • Language: Fluency in both Japanese and English.

Apply today to be part of what’s next.

We make the tech that enables the chips in devices which improve lives around the world. We do this with an eye to the future, pushing the boundaries of what’s possible through cutting-edge innovation, and driving the next wave of technological breakthroughs that shape how we live, work, and connect.

To learn more about ASM, find us at and on LinkedIn, Facebook, Instagram, X and YouTube.

ASM is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, religion, age, nationality, social or ethnic origin, sexual orientation, gender, gender identify or expression, marital status, pregnancy, political affiliation, disability, genetic information, veteran status, or any other characteristic protected by law.

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What this application asks

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First Name, Last Name, Email, Phone, Resume/CV, Cover Letter, Location

  • Are you legally authorized to work in this country? choose one
  • Will you now or in the future require visa sponsorship for employment? choose one
  • Do you have any agreement with your current employer or any other employer that you had in the past 2 years (such as any non-solicit, non-competition, or non-disclosure/confidentiality agreement)? choose one
  • Have you ever been employed with ASM before? choose one
  • How would you describe your gender? choose one · optional
  • ASM may work with technologies subject to U.S. export control regulations. The following questions are being asked to comply with the regulation. This is required for all ASM positions, regardless of work location. This information will not be used for any other purpose than export controls. You may read more about this here: U.S. Export Administration Regulation (EAR) 15 C.F.R. § 730 -774. Please, select which option applies to you. choose one
  • Please select the country where you hold citizenship / permanent residence. If you have dual citizenship / permanent residence, please select the country where you have most recently obtained citizenship or permanent residence. choose one
  • Have you ever relinquished, abandoned, or lost citizenship, nationality or permanent residence in the country identified in the previous question? choose one
  • I opt-in to receive occasional messages and/or emails from ASM with respect to career opportunities and applications I choose to submit. I understand that I can reply “STOP” /unsubscribe at any time to opt-out of receiving messages. I have read and understand ASM's privacy policy and how it relates to my personal information. choose one · optional
  • I hereby authorize ASM to contact, obtain and verify the accuracy of information contained in this application from all previous employers, educational institutions and references. I also release from liability ASM and its representatives for seeking, gathering and using such information to make employment decision and all other persons or organization for providing such information. I understand that ASM reserves the right to and I agree that it may inquire further on any matter bearing on the company’s export compliance obligations. In order to verify the information provided, I understand that ASM will require me to present an original document issued by a government agency confirming my citizenship / residency status as indicated above. I declare that the information provided in the employment application is true and complete. I understand that any misrepresentation and omission made by me on this application will be sufficient cause of cancellation of this application or immediate termination of employment if I am employed, whenever it may be discovered. choose one
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