Field Service Site Manager Job at ASML (Icheon)

Job Description

This is a management position in charge of the CS Team. The primary responsibilities of the team are demos, evaluations at customer sites, driving adoption of our products and fostering collaboration with customers. This role is responsible for the success of the team in carrying out these tasks, their training and managing them according to the business priorities and changes. The position will require close interaction with local teams at customer sites, sales and marketing as well as various stakeholders in HQ.

Job Responsibility

Provides appropriate service engineering resources required for equipment installation, maintenance, upgrade, & repairs of equipment at customer sites
Obtains service engineering resources based on customer requirements for comprehensive system support, including systems in escalation and under installation
Manages personnel schedules to ensure adequate resource for customer satisfaction: PTO, Training, Factory support labor and new system or upgrades
Executes inventory management control and forecasting in coordination with regional and corporate logistics
Ensures availability and safe operation of tools or equipment for installation and maintenance of systems at customer sites
Engages and maintains customer relationships including proactive interface with customer mgmt to identify potential areas of improvement and drive resolution
Reviews long term service strategies with the Customer and confirm plans
Ensures and maintains cross-functional interface with Account Management, Logistics, Technical Support and other regional and corporate functions as required
Reviews information about Cymer with FSE’s, e.g., Business status, new products, etc
Establishes and monitors FSE training plans, FSE certification tracking and training strategies in conjunction with corporate training department
Manages employee development including schools, evaluations, counseling, safety and procedures
Manages laser performance monitoring and reporting utilizing necessary tools and established measures
Completes SAFE Program including incident reporting, safety training execution and safety FCO implementation
Ensures safe working environments and procedures for (FSE’s) during daily work activities
Administers personal requisitions, PARs for personnel changes and executes performance review process
Ensures FSE utilization of and regularly reviews corporate CRM tool (Siebel) for trends, content accuracy and FSE adherence
Approves and/or Updates Failure Analysis reports
Assists FSE’s with obtaining information from Cymer San Diego (payroll, HR, IT, etc)
Provide management and direction to the service operations in conjunction and in coordination with account management
Provide comprehensive management of local escalations and advanced customer support emanating from service situations
Provide technical support training to the local field service and technical support personnel so as to build stand-alone competencies

Requirements

15+ years of experience (technical support/field service) in Semi / High-tech industry (multinational company is preferred)
Experience in semiconductor photolithography / semiconductor fab environment is highly desired including experience in DUV optical imaging systems support in a clean room environment or equivalent experience in diagnosing and troubleshooting and/or customer service on electronic systems
Experience in service operations management with experience managing service engineers and executing customer service operations
Experience in electronics, software, mechanical engineering, optics and an ability to understand problems of scope where analysis of situations or data requires a review of identifiable factors
Understand operations process pertaining to semiconductor equipment installation and support, i.e, stepping and or scanning “Photo Lithography Imaging” systems, DUV metrology systems, DUV excimer lasers or specific DUV Beam Delivery Systems
System performance related data analysis, system troubleshooting and applied technical problem solving skills required
5+ years of people managing experience, managing technical customer support teams
Experience of overseeing multiple group/team leaders in a local CS organization, leading and developing people and teams
Capable to manage customers/stakeholders and high pressured situations
Bachelor’s degree in engineering related field is required and Master’s Degree is preferred
Stakeholder management skills developed in matrixed organization for alignment locally & globally
Open & speak-up style leadership, with people/team development
Ability to read, analyze, and interpret technical procedures and technical documents
Able to manage customer pressure(towards own and the team)
Ability to interact and communicate successfully in a foreign culture
respecting local customs and business practices
Support organization to achieve customer agreements and manage site performance
Understand Customer needs and strategic management of customer issues
Ability to think and act strategically as well as operationally, Strategic communication
English proficiency in verbal and written communication

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Field Service Site Manager

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