Job's mission
The Senior Manager, Field Service is responsible for leading customer-facing service operations and post-sales support activities for strategic semiconductor customers. This role drives customer satisfaction, operational excellence, and business performance while leading a team of service leaders and field service professionals supporting ASM's advanced semiconductor manufacturing equipment.
As the primary service leader and customer interface, this individual collaborates closely with customer executives, ASM leadership, product teams, and cross-functional stakeholders to ensure successful service delivery, strengthen customer relationships, and support long-term business growth. The Senior Manager, Field Service plays a critical role in workforce planning, organizational development, operational performance, and strategic account support.
What you will be working on
- Lead and develop Service Operations Managers, Field Service Managers, and Field Service Engineers supporting strategic semiconductor customers.
- Foster a culture where safety, quality, collaboration, and accountability are top priorities.
- Develop strong customer relationships at both operational and executive levels.
- Serve as the primary service escalation point for critical customer issues and business concerns.
- Drive customer satisfaction through effective service delivery, issue resolution, and continuous improvement initiatives.
- Lead workforce planning activities to ensure organizational readiness and alignment with customer demand and business growth.
- Develop leadership and technical talent pipelines through coaching, mentoring, succession planning, and performance management.
- Partner with Product Units, Product Marketing, Business Development, and Support teams to drive successful customer outcomes.
- Monitor and improve operational performance through the analysis of service metrics, business indicators, and customer feedback.
- Drive service operational excellence through process improvements, resource optimization, and execution discipline.
- Support service and business forecasting activities while ensuring alignment to organizational objectives.
- Influence business decisions through clear, concise, and data-driven communication.
- Build and maintain strong partnerships with suppliers, customers, and internal stakeholders to ensure business continuity and customer success.
- Represent ASM as a senior service leader during executive customer engagements and strategic business discussions.
- Contribute to the development and execution of strategic initiatives that support revenue growth, operational performance, and customer retention.
What we are looking for
- Bachelor's degree in Engineering or related technical discipline required.
- Master's degree preferred.
- 10+ years of experience in the semiconductor industry supporting complex capital equipment and advanced process technologies.
- 5+ years of leadership experience managing technical teams, service organizations, or customer-facing operations.
- Experience supporting semiconductor manufacturing customers in a service, operations, account management, or customer success capacity.
- Demonstrated success leading cross-functional teams and managing complex customer relationships.
- Proven ability to independently manage complex projects, customer engagements, and organizational priorities.
- Strong understanding of semiconductor equipment service operations and customer support environments.
- Experience developing operational strategies that support business growth and customer satisfaction.
- Excellent verbal and written communication skills with the ability to influence technical teams, customers, and executive leadership.
- Strong analytical and problem-solving skills with the ability to leverage data to drive business decisions.
- Ability to travel domestically and internationally as required.
What sets you apart
- Experience leading customer-facing service organizations within the semiconductor capital equipment industry.
- Proven success managing strategic customer relationships and executive-level engagements.
- Experience driving operational excellence, workforce planning, and service transformation initiatives.
- Strong business acumen with experience supporting revenue growth, operational performance, and customer retention strategies.
- Demonstrated ability to influence cross-functional teams and drive alignment across complex organizations.
- Experience developing future leaders and building high-performing service organizations.
- Deep understanding of semiconductor manufacturing environments, customer support models, and post-sales service strategies.
- Track record of delivering measurable improvements in customer satisfaction, service quality, and operational effectiveness