Advanced Service Manager

ASMPT ALSI; Beuningen; On-site; EUR 90,000 - 120,000; Full time

Benefits offered by this job

Travel allowance

Bicycle scheme

Premium pension scheme

Training & development opportunities

Job summary

ASMPT ALSI is seeking an Advanced Service Manager to lead our global 3rd line customer support and drive service readiness across the product lifecycle, from NPI to installed base support.

You will own the service documentation, knowledge management, and training programs, collaborate with Engineering, Product Management, Manufacturing, Quality, and Supply Chain, and coach the 3rd Line team toward safer, higher-quality service.

Qualifications

• Bachelor's or Master's degree in a relevant technical discipline.
• 10+ years of experience in semiconductor equipment, high-tech capital equipment, or a similar technology-driven industry.
• Proven leadership experience in technical service, product support, engineering, or customer support, preferably in a global environment.
• Strong leadership, communication, and stakeholder management skills.
• Analytical problem solver with experience in root-cause analysis and continuous improvement.
• Customer-focused, organized, and results-driven.
• Assertive, resilient, and effective in resolving conflicts and building consensus.

Responsibilities

• Lead the global 3rd Line Support organization for complex technical escalations and customer issues.
• Drive service readiness for new products, ensuring documentation, training, spare parts, and support processes are in place before release.
• Own the global service documentation and knowledge management strategy, ensuring continuous improvement based on field feedback.
• Develop and deliver global training and certification programs for service engineers and customers.
• Collaborate with Engineering, Product Management, Manufacturing, Quality, and Supply Chain to improve product reliability and serviceability.
• Standardize global service processes and support the implementation of SAP S/4HANA Service.
• Lead, coach, and develop the 3rd Line Support, Documentation, Training, and NPI teams.
• Foster a culture of safety, quality, customer focus, and continuous improvement.

Skills

Leadership

Communication

Stakeholder management

Root-cause analysis

Continuous improvement

Customer focus

Education

Bachelor's or Master's degree in Mechanical Engineering, Mechatronics, Electrical Engineering, Physics, or Industrial Engineering

Tools

SAP S/4HANA Service

Job description

At ASMPT ALSI, we are one of the world's leading suppliers of semiconductor equipment, providing the technology that enables the production of the world's most advanced chips. Innovation, precision, and customer success are at the heart of everything we do. To strengthen our global service organization at our Product Center of our laser dicing and grooving machines, we are looking for a Advanced Service Manager.

In this role, you are responsible for leading our global 3rd line customer support activities, driving service readiness throughout the product lifecycle - from New Product Introduction (NPI) to installed base support and ensuring high-quality service documentation, training material and continuous improvement of the training program that is offered.

You act as the technical escalation owner for complex customer issues and work closely with our regional 1st and 2nd line service organizations in Taiwan, China, Southeast Asia, North America, and Europe. Together with Engineering, Product Management, Supply Chain, and Service teams, you will ensure that our customers receive world-class support and achieve maximum system performance and uptime.

As Advanced Service Manager, you are responsible for ensuring that the global service organization is equipped to successfully support our products throughout their lifecycle. You supervise fast and effective resolution of critical escalations, establish service readiness for new products, and continuously improve service processes, knowledge management, and documentation standards.

Key Responsibilities:

• Lead the global 3rd Line Support organization for complex technical escalations and customer issues.
• Drive service readiness for new products, ensuring documentation, training, spare parts, and support processes are in place before release.
• Own the global service documentation and knowledge management strategy, ensuring continuous improvement based on field feedback.
• Develop and deliver global training and certification programs for service engineers and customers.
• Collaborate with Engineering, Product Management, Manufacturing, Quality, and Supply Chain to improve product reliability and serviceability.
• Standardize global service processes and support the implementation of SAP S/4HANA Service.
• Lead, coach, and develop the 3rd Line Support, Documentation, Training, and NPI teams.
• Foster a culture of safety, quality, customer focus, and continuous improvement.

THIS IS YOU

• Bachelor's or Master's degree in a relevant technical discipline (e.g. Mechanical Engineering, Mechatronics, Electrical Engineering, Physics, or Industrial Engineering).
• 10+ years of experience in semiconductor equipment, high-tech capital equipment, or a similar technology-driven industry.
• Proven leadership experience in technical service, product support, engineering, or customer support, preferably in a global environment.
• Strong leadership, communication, and stakeholder management skills.
• Analytical problem solver with experience in root-cause analysis and continuous improvement.
• Customer-focused, organized, and results-driven.
• Assertive, resilient, and effective in resolving conflicts and building consensus.

WE OFFER

• A full-time position (40 hours per week) at an international high-tech company, where innovation and manufacturing solutions are key.
• An attractive salary aligned with your knowledge, skills, and experience.
• Excellent employee benefits like travel allowance, a bicycle scheme and a premium pension scheme.
• Opportunities for personal and professional growth through training and development programs.
• A dynamic, collaborative work environment with friendly colleagues and exciting, multidisciplinary projects.
• 25 vacation days and 3 additional days off.
• We provide all the necessary hardware and software, including a laptop and phone, to ensure you have everything you need to succeed.
• We like to think that we are fun to work with. Besides working together, we enjoy different activities with our team on a regular basis.

Enabling the digital world

We want to help make our world a better, safer, more comfortable and more sustainable place. To this end, we offer our customers complete, networked and highly integrated hardware and software solutions and are at their side as a competent, long-term partner when it comes to setting up their Intelligent Factories.