30+ days ago - req11162
CS - MPS CS Manager - Hsinchu
In a nutshell
The Customer Service Organization is responsible for the installation, qualification, repair and maintenance of ASML products at our customers’ sites and is responsible for the necessary transfer of know-how to the customer. Local Customer Service organizations (CS Field) perform these tasks at the customers within their specific region
Lead a MPS CS team for day to day activities/operations, which include but not restricted to: Coordinate, plan and execute the activities and request from the customers; Conduct contract negotiations and deliver coverage commitments to the customers; Manage team performance and develop engineers to support the customer requirements by optimizing the team way of working and ensuring adequate skill level, provide all necessary improvement to the processes and control the costs and revenues
•Site manager for the TW MPS CS team ,Lead a team of ~15 engineers
•Resources, budget and activities planning for the site
•Drive skill and knowledge management for your teams
•Drive continuous improvement of people and processes
•Change manager for CS field
•Drive required changes to people, process and organization
•Align work scope with customer
•Align on CS deliverables to the AT and CS requirements from the AT
•Manage operational interface with other departments
BS orMaster Degree in engineering, or equivalent experience, knowledge ofelectronics, mechanics, optics, software, semiconductor processes, andrelated disciplines.
5 years’ service management or equivalent
Knowledge of ASML products on a technical level.
Experience in managing customer escalations and (internal) customer communication
•High level of personal ownership, initiative and drive
•Strong ability and motivation to select, coach and develop people
•Capable of influencing people without formal authority, also at higher management levels
•Strong ability of communicating with customer in a friendly and clear way to address concerns or needs, with good understanding the context
•Able to keep focus on the big picture and take difficult decisions in the middle of a high pressure, business critical escalation.
•Flexible mindset: working hours, travel and work environments.
•Able to analyze working methods (processes), define and drive improvements
•Strong communicator in English (both oral and written).
Context of the position
MPS CS TW manager will report to ASIA MPS CS manager; and will closely cooperate with SCM BP, BDM, account manager, Apps team
•Team: Service engineers
•Peers: BDM, AM, GSC; Other country managers
•Internal: EHS, GLS, Finance, Quality Team, HR, BL managers, Service coordinators
•External: Product end user