Section Manager 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.

HVM Section Manager (CKM)

About the job

ASM is a leading global supplier of products, services, and materials for semiconductor processing. For more than half a century, innovation has been at the core of everything we do. Our smart, ambitious people are dedicated to creating cutting-edge solutions for the world's leading semiconductor providers. Every day we push the development of next-generation computer-chip technology, always staying a few steps ahead of what's next.

The talented, enthusiastic people at ASM are just like you: dedicated to improving people's lives and unlocking new potential. With our collaborative approach to R&D, we advance key semiconductor technologies and platforms like ALD, Epitaxy, PEALD, PECVD, and vertical furnaces. And we have recently entered the promising high-growth market: silicon carbide epitaxy. Year after year, our innovations help to make chips smaller, faster, and more powerful. In fact, you will find our technology in every aspect of modern life: in AI, medical equipment, 5G, smartphones, autonomous driving, and more.

As a member of the Global Sales and Services business unit, our HVM Field Service CKM Section Manager is the on-site CKM (Chamber Kit Management) expert in supporting our tool sets at our customer location. In this role, the Field Service CKM Section Manager is responsible for managing a team in maintaining customer satisfaction while ensuring inventory, quality, and resources necessary to support our CKM program success. The Field Service CKM Section Manager is also technical bridge between the customer and the field service team.

The Field Service CKM Section Manager is a key customer interface and must demonstrate responsibility and proper communication when interacting with the customer. Delivering customer satisfaction is a key objective in this role.

Key Responsibilities

On-site customer support:

• Create /sustain a working environment and culture where safety and quality are a top value.
• Create/sustain a working environment and culture where mutual trust, respect, and open communication is highly valued.
• Must be able to influence other senior leaders and executives through clear, concise, and cognitive communication with all relevant data.
• Owns overall customer satisfaction specific to service delivery for a 24x7 operations.

• Support equipment qualification during installation start-up to ensure achieve customer hardware specifications are achieved, customer schedule is achieved, and ASM budget is achieved.
• Trace achievement of customer specifications through installation, start-up, and warranty phases, and drive containment, short-term solutions, and long-term solutions that ensure the customers' requirements are achieved.
• Develop, maintain, and ensure relevance of technical information used by internal and external stakeholders - especially sharing lessons learned within our key account organization and Global Sales and Services business unit.
• Ensure communication vehicles, telephone, email, and presentation, etc., facilitate efficient and consistent follow-up with internal and external stakeholders.
• Evaluate, understand, and identify current customer needs, while also anticipating future needs and building long-term sustainable relationship and solutions.
• Drive continuous improvement of the customer experience through team, processes, and support tool development.
• Full accountability for workforce sizing to meet customer investment cycle and establishing workforce needs as part of annual operating plan setting.

Competencies to be Successful.

• Capable of working in a multi-cultural organization.
• Remain poise in high-stress situations.
• Accountability for one's work and team.
• High empathy for our customers.
• Strong troubleshooting methodology and solution selection experience.
• Driven to eliminate failure modes and drive solutions by collaborating with multiple stakeholders.
• Well organized individual capable of illustrating those thoughts and translating plans into action within a matrixed environment.
• Excellence in communication (verbal and written)
• Tenacity to get the job done thoroughly and accurately.
• Proactive attitude to resolve issues.
• Being able to adapt to change in priorities based on customer requirements.

Education/Experience/Skills Requirements

• Bachelor of Science in chemical engineering, electrical engineering, materials science, or physics.
• 5+ years of relevant professional experience within a related industry.
• Broad technical experience and business perspective preferably in the Semiconductor / Capital Equipment industry.
• Extensive knowledge and experience with customer satisfaction, service & spares business, and logistics, preferably within the semiconductor industry. A proven track record of problem solving is a must.
• Knowledge of and experience with semiconductor device applications, vacuum techniques, film characterization and metrology techniques, and deposition processes and equipment. Preference will be given to candidates who have a demonstrated history of working in HVM environments preferably with ASM equipment.
• Proactively support escalations, develop and manage action plans, and ensure clear communication between customer, service team, business unit, or other sub-suppliers.
• Ability to travel up to 10%, as necessary and possibly for extended periods of time for training and technical engagement, as well as to other Customer sites, as needed.
• In case of escalations, additional hours and working weekends may be required.

Additional Preferred Skills Requirements

• Experience in supporting Level 1 tier customers from Taiwan.
• Fluent in Mandarin
• Experience in semiconductor processing equipment.

Must understand the Intellectual Property boundaries between ASM and the Customer and be able to maintain IP, as appropriate, during all external and internal interactions.

At ASM we are committed to supporting our people, enabling them to develop their talents and perform at their best. We actively promote an inclusive and diverse culture that fosters trust and transparency. Our people are our power, and we value the differences between everyone because it is what make us better as a team. By embracing a wide range of perspectives, we enable a culture of continuous exploration and adoption of new ideas. At every step, we know that it is our valued people who enable us to deliver excellent products and service to our clients - and to make a meaningful difference in society.

Join us on our journey and unleash the power of an open mind. Discover how you can be part of our exciting future and apply today!

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 asm.com 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.