30+ days ago - req11458

Field Application Manager

Customer support

Other job categories

In a nutshell

Location

Shanghai - TCN, China

Team

Customer support

Experience

8+ years

Degree

Master

Job Category

Other job categories

Scope of the role
CS operation for small account (e.g., CS team for Intel account) or part of large ACCOUNT team as sector counterpart of account manager
Team structure
Leads a department of significant size with 3 to 4 supervisors (50-60 people) (local variances occur)
Functional competencies and skills
Specific technical capability
* Has a good understanding of customer fab -/ manufacturing processes
Profesional interaction in customer environment
* Moves away from daily issues and focus on trends and root cause of problems / fundamental problem solving
* Starts building strategic relations with customers.
* Workout SLA with Account team and Mgr for small account
* Contributes to planning and negotiation of customer contracts
Business and commercial sense
* Has a good understanding of customers business and role ASML
* Interprets customer business from view point of ASML business opportunity
CS Finance
* Understands P&L regarding L1, L2, L3A margin and field service variance and considers impact on CS P&L in decision making.
* Specifically for larger accounts: Contributes to management for preparing budgets. Monitors and manages financial budget and ensures cost efficient CS operations per account
* Manages open service orders to do timely billing
* Makes business proposals e.g. service contract, with Account Manager in balancing resource and margin, etc.
* Account RFF HC planning
Account team
* Is active in participating in account team
* Ensures that position and possibilities of CS are well recognized
* Can be Major account team participant.Responsible to create synergistic team environment, understand sales strategies, make certain sales understands service strategies, establish aligned strategic plan 1-3 years for customersatisfaction balanced with ASML business initiatives
* Customer ambassador within ASML
* Is active in participating with sales in customer meetings, interfacing
Problem solving and escalations
* Allocates and schedules resources to resolve issues/problems
* Has the ability to escalate effectively among multi-sectors (PG, D&E and DO) out of CS
* Drives problem solving capability
Equipment performance management
* Owns site(s) performance results. Regular participant in Opex programs, reliability improvement programs, FCO and upgrade programs as well as specific customer site initiatives
* Aligns equipment improvement initiatives with customer to demonstrate plan, expected results and best timing to execute
Planning and Capacity management
* Supports Customer RAMP for different services (relocation, refurb light, fast installs etc) by planning & organizing the team and indentifying gaps (average of 1-3 years horizon)
* Defines trade-off on performance, cost impact and negotiate with customer
* Supports customer projects IE. installs, de-installs, upgrades, rebuilds etc by planning and organizing teams, tooling, parts and identifying gaps
* Performs role as RFF headcount planning
Leadership and behavioral competencies and skills
Achieve great results
* Same, but key stakeholders on higher level in organization
* Determines staffing needs for own team
* Explains why and how things need to be done: put things in the right context for each level (show leadership versatility)
Shape the future
* Provides strategic direction: interpretation of business requirements into team and account deliverables
Motivate others and cooperate
* Coaching: Coaches Supervisors CS (on management skills, communication and issue resolving) and actively start up succession planning
* Able to select and decide on hiring of new engineers and supervisors
* Managing career path of members in the operation team
Leverage own strength
* Cultural awareness: takes cultural differences in consideration when communicating across cultures