Field Service Manager: Lead Critical Equipment & Escalations

ASM; Phoenix (AZ); On-site; USD 150,000 - 210,000; Full time

Job summary

ASM in Phoenix, AZ seeks a seasoned Manager, Field Service to lead our North Phoenix service team and ensure safe, reliable equipment performance for critical customer accounts. You will drive complex escalations, coordinate cross-functional efforts, and mentor field personnel to exceed service metrics.

You will develop staffing plans, optimize escalation processes, and align service activities with customer priorities, while upholding safety and quality standards across the region.

Qualifications

• Bachelor's degree in Electromechanical Engineering or related field with 12+ years of experience; or Master's with 8+ years; or PhD with 4+ years.
• Equivalent military technical education and directly relevant experience may be considered.
• Significant field service or OEM capital equipment experience in semiconductors.
• Experience leading complex customer escalations involving equipment/process systems.
• Technical breadth across at least two ASM toolsets or equivalent platforms.
• Proven line-management experience with coaching and team development.
• Experience applying structured problem-solving methods (8D).
• Experience managing service KPIs and improving performance.
• Ability to balance customer priorities with capacity, cost, and constraints.
• Governing installation/readiness across manpower, parts, tools, and schedules.
• Strong focus on safety, quality, and risk management.
• Excellent English communication skills.
• Willingness to travel up to 20% domestically and internationally.
• Willingness to work extended hours for escalations or customer recovery.
• Commitment to ASM GTC Level 3 certification within required period.

Responsibilities

• Lead Field Service operations delivering safe, reliable equipment performance.
• Coordinate complex customer escalations across multiple teams.
• Establish ownership, plans, timelines, and closure criteria for issues.
• Coach problem-solving methods and root-cause validation.
• Manage service KPIs, resource plans, budgets, and performance.
• Identify risks and communicate impacts and options to customers.
• Lead installation readiness across staffing, parts, tools, and training.
• Translate customer priorities into executable service plans.
• Maintain safety, environmental compliance, and quality standards.
• Develop managers, leads, and Field Service Engineers.
• Build capability via standard work, knowledge sharing, and training.
• Capture lessons learned and improve procedures and guidance.
• Collaborate across local, regional, and global ASM teams.

Skills

Leadership

Field Service

Customer Escalations

Problem Solving

Safety Compliance

English Communication

Education

Bachelor's in Electromechanical Engineering

Equivalent military education

Tools

ASM toolsets

Job description

ASM in Phoenix, AZ seeks a seasoned Manager, Field Service to lead our North Phoenix service team and ensure safe, reliable equipment performance for critical customer accounts. You will drive complex escalations, coordinate cross-functional efforts, and mentor field personnel to exceed service metrics.

You will develop staffing plans, optimize escalation processes, and align service activities with customer priorities, while upholding safety and quality standards across the region.