Global Field Service Manager – SMT & Customer Experience

ASMPT SMT Solutions; Penang; On-site; MYR 120,000 - 180,000; Full time

Job summary

ASMPT SMT Solutions in Penang, Malaysia, is seeking a leader to direct field service operations and elevate customer experience. You will manage service engineers, drive service initiatives, and partner with regional and global teams to support growth.

Responsibilities include planning capacity, driving contracts and upgrades, supporting machine sales, and ensuring timely, high-quality service with strong customer relationships across regions.

Qualifications

• Minimum 5 years in field service, technical services, or customer service management.
• Prior SMT/semiconductor industry experience.
• Strong leadership and team development track record.
• Excellent problem solving, communication and customer engagement.
• Ability to analyze performance data for continuous improvement.

Responsibilities

• Lead and manage field service activities for timely, high quality service.
• Coach and develop a team of service engineers.
• Plan service capacity, resources and competencies to meet needs.
• Drive service initiatives including contracts, training, upgrades.
• Support machine sales and repeat orders with customers.
• Monitor lead times and provide field quality feedback to teams.
• Oversee spare parts inventory to optimise cost and availability.
• Ensure timely follow-up of billable service requests and POs.
• Handle customer issues and escalations professionally to maintain relationships.
• Collaborate with regional/global teams to improve service standards.
• Provide hands-on guidance in SMT processes and troubleshooting to distributors/partners.
• Ensure timely submission of technical and operational reports.
• Support the implementation of global and regional technical initiatives.

Skills

Leadership

Customer engagement

Communication

Problem solving

Time management

Analytical skills

Team development

Cross-functional collaboration

Education

Bachelor's Degree in Engineering

Job description

ASMPT SMT Solutions in Penang, Malaysia, is seeking a leader to direct field service operations and elevate customer experience. You will manage service engineers, drive service initiatives, and partner with regional and global teams to support growth.

Responsibilities include planning capacity, driving contracts and upgrades, supporting machine sales, and ensuring timely, high-quality service with strong customer relationships across regions.