Manager II, Field Service
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.
General Responsibilities
The Service Manager reports to the Account Director and is responsible for all customer service of ASM products that are installed within the assigned region for Japan. Support activities include equipment installation, qualification and service of ALD, PEALD, CVD, PECVD, and EPI equipment. In addition to managing support of ASM equipment, the service manager has ownership of regional spare parts depots and consignment inventory levels. The service manager is accountable to meet all financial targets for the region including service and spares businesses. Managing and developing field service engineers.
Objectives
- Stay informed as needed relative to account goals, roadmaps, financial results, personnel issues, and supplier/customer/community concerns
- Motivate and communicate with direct reports to do superior work within allowed costs and schedule
- Measure results on a continuous basis, and take corrective actions
- Report completions, progress, problems, and opportunities to their manager
- Annual Goals (To be updated every year) Creating a professional service-organization for products in the region
- Creating a professional service-organization for the products in the region
- Improving the service organization structure for both customer and ASM
- Initiating standardization and guidelines
- Creating optimum environment for product support (installation tools/procedures, etc.)
- Give inputs to improve to the product organizations, especially concerning ease of maintenance and uptime. Introduces and improves reporting structures
- Developing new processes and procedures
Specific Duties
- Establish and maintain a “Safety and Quality First” culture while achieving customer required service goals
- Participate as early as possible in new product development activities so that Field Service Engineers (FSE’s) are able to support product introduction
- Advises site personnel on routine and non-routine tasks
- Resource scheduling
- Manages service jobs to completion within scheduled timeframes
- Ensure ASM meets all support contractual agreements
- Work with Sales to close on Spares and Service contracts
- Interacts with high level customers and internal personnel
- Participates in departmental policy making decisions
- Thinks strategically, with the ability to implement tactics
- Drive customer satisfaction
- Manage FSE utilization
- People management for the various departments
- Career development for direct reports
- Conducts Annual reviews for direct reports
- Manage FSE’s/group leaders to achieve maximum performance and maximize job satisfaction
- Interprets and executes policy and procedures to subordinates (drive adherence to Service Bulletins R&U, FSM usage, accurate time reporting, etc.)
- Ensure on-line documentation is being utilized by FSE’s to drive CIP
- Plans organization’s work and schedule work completions
- Organize the workforce to accomplish the plan
- Integrate their activities in cooperation with other organizations
- Define annual goals for the FSE’s to assist in achieving account objectives
Education Requirements
- Minimum -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
- Must be able to interact and influence senior management levels; both internally and externally
- Experience with P&L management and general business processes
- Extensive knowledge and experience within a related service industry, customer satisfaction and account management, preferably in semiconductor industry
- Should have knowledge of semiconductor industry, related ASM applications and technology
- Good project and time management skills
- Good verbal and written communication skills
- Previous experience as People manager
- Experience with Forecasting revenue generation
- SAP knowledge required
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.