Senior Specialist I, Customer Service

ASM; Phoenix (AZ); On-site; USD 75,000 - 110,000; Full time

Job summary

ASM seeks an experienced CKM Operations Specialist to drive end-to-end CKM kit operations—from SAP order fulfillment to cross-functional coordination—ensuring on-time PM execution and high customer satisfaction.

You will manage kits and repairs, coordinate with planners and logistics, and strengthen customer relationships while aligning with global operational goals.

Qualifications

• 6–10 years of customer service experience in a high-tech environment.
• Experience in end-to-end CKM kit management and allocation preferred.
• Ability to coordinate across multiple functions and regions.
• Proficient in SAP and Microsoft Office (Excel, Word, PowerPoint).
• Excellent communication skills in professional English, written and spoken.

Responsibilities

• Create tracking reports to monitor status of customer kits, repairs, RMAs, and service requests.
• Develop and maintain kits schedules aligned with preventive maintenance cycles and service demand.
• Ensure accurate PM activity reporting and data sharing with internal teams, external vendors, and customers.
• Create and maintain accurate Sales Orders and Reports within SAP.
• Co-work with planner/logistic team for kits-level discrepancies between physical and system inventory records.
• Collaborate with business development and account teams to align on SLAs for spares and execute processes accordingly.
• Act as the primary liaison among Field Service Engineers, Planners, Buyers, Forecasters, and Logistics to ensure smooth execution.
• Independently facilitate cross-regional meetings to ensure alignment on global operation goals.
• Proactively elevate and follow up on customer requests via phone & email to ensure timely resolution.
• Cultivate a deep understanding of customer requirements and build strong customer relationships.

Skills

Customer service

Analytical thinking

Strong communication

Problem solving

Education

Bachelor’s or Master’s degree in supply chain or related field

Tools

SAP

Microsoft Office

Job description

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.Butwe’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.

We’re not like most. We don’t just overcome obstacles – we don’t see them. Instead, we see the potential in every person, and every situation. We don’t wait for opportunity to appear – we create it. Meet ASM. A company that has been searching for people just like you.

Who is ASM? ASM is a leading, global supplier of semiconductor wafer processing equipment. Our ambitious team is dedicated to delivering innovative technology solutions to the world’s leading semiconductor manufacturers. We have over 2,200 employees based in 16 countries. Our goal is to remain an industry leader by being ahead of what’s next. We accomplish this by focusing on finding collaborative solutions to make integrated circuits, or chips, smaller, faster and even more powerful.

ASM is an inclusive workplace. We at ASM are a truly global organization that works diligently with an open-mind in all areas of our business. We strive for a culture and work style that fosters trust and transparency. We put our people first, We Care and that is how we will continue to succeed.

Position summary

The CKM Operations Specialist serves as the key account to drive CKM HVM end-to-end kits operations — from SAP order fulfillment to cross-functional department coordination — ensuring on-time tool PM execution and high customer satisfaction.

Job Description

Kits & Repair Management

• Create tracking reports to monitor the status of customer kits, repairs, RMAs, and service requests processing
• Develop and maintain kits schedules aligned with preventive maintenance (PM) cycles and service demand.
• Ensure accurate PM (preventive maintenance) activity reporting and data sharing with internal teams, external vendors, and customers.

Order fulfillment

• Create and maintain accurate Sales Orders and Reports within SAP.
• Co-work with planner/ logistic team for kits-level discrepancies between physical and system inventory records.

Cross-Functional Coordination

• Collaborate withbusiness developmentand account teams to align on customer service level agreements for spares and execute processes accordingly.
• Act as the primary liaison among Field Service Engineers, Planners, Buyers, Forecasters, and Logistics to ensure smooth execution.
• Independently facilitat e cross-regional meetings to ensure alignment on global operation goals.

Customer Relationship

• Proactively elevate and follow up on customer requests via phone & email to ensure timely resolution.
• Cultivate a deep understanding of customer requirements and build strong customer relationships.

Experience

6-10 years customer service within a high-tech environment is required or an equivalent combination of education and experience from which comparable knowledge, skills and ability has been achieved.

Required Qualifications

-Bachelor’s or master’s degree in supply chain, Business, or a related field

- 6–10 years of experience in customer service, order fulfillment, material planning, or supply chain

- Experience in end-to-end CKM kit management and allocation is preferred

- Structuredand collaborativeproblem-solvingskills leveraging analytics

- Experience in working with SAP and Microsoft Office (Excel, Word, PowerPoint)

- Excellent communication skills, including professional English proficiency (written and spoken) to support global collaboration

Preferred Qualifications

Knowledge of supply chain, inventory management, or customer operations.

Project management experience.

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 andon LinkedIn,Facebook,Instagram, Xand 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.