Manager, Field Service
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What you'll do
- Lead and develop a team of Field Service Engineers supporting Samsung across Texas customer sites.
- Serve as the primary customer escalation lead for complex equipment and operational issues.
- Drive the successful execution of installations, qualifications, preventive maintenance, upgrades, and recovery activities.
- Partner with customers, engineering teams, product support, and business units to resolve technical challenges and improve tool performance.
- Lead continuous improvement initiatives focused on reliability, uptime, safety, service quality, and customer satisfaction.
- Analyze service and tool performance data to identify trends, prevent repeat failures, and improve operational outcomes.
- Support account strategy through capacity planning, resource readiness, technology adoption, and long-term customer support planning.
- Promote a strong safety culture while ensuring compliance with ASM, customer, and regulatory EHS requirements.
- Develop team capability through coaching, mentoring, performance management, and succession planning.
What they're looking for
- Bachelor's degree in Engineering, Physics, Materials Science, or a related technical discipline and 16+ years of relevant experience; OR Master's degree and 12+ years of relevant experience; OR PhD and 8+ years of relevant experience.
- Minimum 1+ years of people leadership, management, or equivalent field leadership experience.
- Ability to travel up to 20% domestically and internationally.
- Fluent in both English and Korean.
- Experience supporting semiconductor manufacturing equipment within a semiconductor fab or capital equipment environment.
- Demonstrated experience leading customer escalations, critical issue resolution, and structured troubleshooting efforts.
- Strong understanding of cleanroom operations, semiconductor manufacturing processes, and safety requirements.
- Excellent communication and stakeholder management skills with the ability to influence customers, field teams, engineers, and senior leaders.
Nice to have
- Experience supporting Samsung or another leading semiconductor manufacturer.
- Proven success leading customer-facing service organizations in a high-volume manufacturing environment.
- Experience driving technology qualifications, customer ramp activities, and cross-functional improvement initiatives.
- Ability to use data and operational insights to improve reliability, service performance, and customer outcomes.
- Recognized technical leadership with experience mentoring teams and influencing product or process improvements.
- Strong business acumen with the ability to balance customer needs, operational priorities, and team development.
- Experience developing future leaders and building high-performing field service organization
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
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. But we’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.
Job's mission
The Senior Manager, Field Service is responsible for leading customer-facing service operations and post-sales support activities for strategic semiconductor customers. This role drives customer satisfaction, operational excellence, and business performance while leading a team of service leaders and field service professionals supporting ASM's advanced semiconductor manufacturing equipment.
As the primary service leader and customer interface, this individual collaborates closely with customer executives, ASM leadership, product teams, and cross-functional stakeholders to ensure successful service delivery, strengthen customer relationships, and support long-term business growth. The Senior Manager, Field Service plays a critical role in workforce planning, organizational development, operational performance, and strategic account support.
What you will be working on
- 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.
What we are looking for
- Bachelor's degree in Engineering or related technical discipline required.
- Master's degree preferred.
- 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.
What sets you apart
- Experience leading customer-facing service organizations within the semiconductor capital equipment industry.
- Proven success managing strategic customer relationships and executive-level engagements.
- Experience driving operational excellence, workforce planning, and service transformation initiatives.
- Strong business acumen with experience supporting revenue growth, operational performance, and customer retention strategies.
- Demonstrated ability to influence cross-functional teams and drive alignment across complex organizations.
- Experience developing future leaders and building high-performing service organizations.
- Deep understanding of semiconductor manufacturing environments, customer support models, and post-sales service strategies.
- Track record of delivering measurable improvements in customer satisfaction, service quality, and operational effectiveness
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 and on LinkedIn, Facebook, Instagram, X and 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.
Company
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