Senior Field Service Leader: Strategy & Customer Success

ASM; Austin (TX); On-site; USD 140,000 - 200,000; Full time

Job summary

ASM is seeking a Senior Manager, Field Service in Austin, TX to lead customer-facing service operations for strategic semiconductor customers. You will oversee service leaders and field engineers, ensuring safety, quality, and customer satisfaction while driving operational excellence.

Responsibilities include workforce planning, leadership development, and collaborating with product and sales teams to deliver outcomes that support revenue growth and customer retention.

Qualifications

• Bachelor's degree in Engineering or related technical discipline required.
• 10+ years of experience in the semiconductor industry supporting complex capital equipment and advanced process technologies.
• 5+ years of leadership experience managing technical teams, service organizations, or customer-facing operations.
• Experience supporting semiconductor manufacturing customers in a service, operations, account management, or customer-success capacity.
• Demonstrated success leading cross-functional teams and managing complex customer relationships.
• Proven ability to independently manage complex projects, customer engagements, and organizational priorities.
• Strong understanding of semiconductor equipment service operations and customer support environments.
• Experience developing operational strategies that support business growth and customer satisfaction.
• Excellent verbal and written communication skills with the ability to influence technical teams, customers, and executive leadership.
• Strong analytical and problem-solving skills with the ability to leverage data to drive business decisions.
• Ability to travel domestically and internationally as required.

Responsibilities

• Lead and develop Service Operations Managers, Field Service Managers, and Field Service Engineers supporting strategic semiconductor customers.
• Foster a culture where safety, quality, collaboration, and accountability are top priorities.
• Develop strong customer relationships at both operational and executive levels.
• Serve as the primary service escalation point for critical customer issues and business concerns.
• Drive customer satisfaction through effective service delivery, issue resolution, and continuous improvement initiatives.
• Lead workforce planning activities to ensure organizational readiness and alignment with customer demand and business growth.
• Develop leadership and technical talent pipelines through coaching, mentoring, succession planning, and performance management.
• Partner with Product Units, Product Marketing, Business Development, and Support teams to drive successful customer outcomes.
• Monitor and improve operational performance through the analysis of service metrics, business indicators, and customer feedback.
• Drive service operational excellence through process improvements, resource optimization, and execution discipline.
• Support service and business forecasting activities while ensuring alignment to organizational objectives.
• Influence business decisions through clear, concise, and data‑driven communication.
• Build and maintain strong partnerships with suppliers, customers, and internal stakeholders to ensure business continuity and customer success.
• Represent ASM as a senior service leader during executive customer engagements and strategic business discussions.
• Contribute to the development and execution of strategic initiatives that support revenue growth, operational performance, and customer retention.

Skills

leadership

communication

analytical

problem solving

data-driven

travel

Education

Bachelor's in Engineering

Master's degree

Job description

ASM is seeking a Senior Manager, Field Service in Austin, TX to lead customer-facing service operations for strategic semiconductor customers. You will oversee service leaders and field engineers, ensuring safety, quality, and customer satisfaction while driving operational excellence.

Responsibilities include workforce planning, leadership development, and collaborating with product and sales teams to deliver outcomes that support revenue growth and customer retention.