4 days ago - req12401

Senior Manager, Global Operations Management

Sales & marketing

Other job categories

In a nutshell

Location

Hillsboro - OR, US

Team

Sales & marketing

Experience

8+ years

Degree

Bachelor

Job Category

Other job categories

Travel

20%

Introduction

ASML brings together the most creative minds in science and technology to develop lithography machines that are key to producing faster, cheaper, more energy-efficient microchips. We design, develop, integrate, market and service these advanced machines, which enable our customers - the world’s leading chipmakers - to reduce the size and increase the functionality of their microchips, which in turn leads to smaller, more powerful consumer electronics. Our main headquarters are located in Veldhoven, the Netherlands, and we also have 18 office locations around the United States- including main offices in Wilton, CT, Chandler, AZ, San Jose, CA and San Diego, CA.

Job Mission

ASML is a world leader in the manufacture of advanced technology systems for the semiconductor industry.ASML’s corporate headquarters is in Veldhoven, the Netherlands. Manufacturing sites and research and development facilities are located in Connecticut, California and the Netherlands. Technology development centers and training facilities are located in the United States, Japan, Korea, the Netherlands, and Taiwan. Additionally, ASML provides optimal service to its customers via over 50 sales and service organizations in 16 countries. Founded in the Netherlands in 1984, the company is publicly traded on Euronext Amsterdam and NASDAQ under the symbol ASML.

Job Description

In support of the Global Account Manager, this position manages the team responsible for the support and execution of commercial and/or service level agreements for ASML business lines products within the customer install base (IB).Additional responsibilities include IB business development.

Key Responsibilities:
-Support and execution of commercial and/or service level within the install base.
-Support volume purchase agreement (VPA) execution regarding technical and commercial commitments and roll-out agreed terms to HVM.
-Ramp-up support infrastructure, safety BKMs etc.
-Execute VPA and SLA specific product delivery.
-(As needed) Realign any changes in capacity planning.
-Secure and monitor service delivery and performance; manage global CIL (customer issues list).
-Monitor and track quality issues progress. Align and manage quality dashboard with the customer.
-COO : Productivity, Service efficiency.
-Business critical escalations(may impact our future business) & beyond-spec escalations.

Install Base Business Development:
-Service Roadmap (SRM) alignment, with Service Business Manager (SBM) construct service-related VPA, or other SLAs.
-Plan and realize UF SAM and ensure demand planning within lead time.
-Realign any changes in config & confirm actual product value is realized as sold.
-Ensure lifecycle management on installed base: system upgrades (e.g SNEP).
-Plan and manage evaluations in HVM; to drive to closure w BL.
-Secure IB business agreement closures via upgrade SAM, VPA, system sales.
-Ensure lifecycle management on installed base: potential system moves / relocation.
-Negotiate and close site level commercial agreements aligned with Business Manager.
Operational Responsibilities:

Customer Intimacy:
-Consolidate and align objectives for global HVM for Operational Review Meeting (ORM).
-Plan and prepare for ORM, including follow up actions and commitments.
-Responsible for building of a customer relationship within global HVM, to include managing Site level Survey’s/Scorecards, including required follow-up.

Install Base Escalation Management:
-Proactively watches and signal/supports local account management when an escalation becomes business critical.
-Handles customer-related interaction and communication for business critical issues either with the Account or within the Region.
-Prioritize account/region business critical issues to ensure WW recognition and resolution together with CS Operations and Business Lines.
-Proactively watches local site biz critical situations for potential WW or structural or CoO implications and escalates to BL and Account management.

Education

-Bachelors degree required in engineering or equivalent experience.
-Master’s degree in Marketing, Engineering or Business Management preferred.

Experience

-Minimum of 10 years of semiconductor and/or lithography work experience.
-Minimum of 6 years of leadership experience, directly managing exempt level employees.

Context of the position

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
-While performing the duties of this job, the employee routinely is required to sit; walk; talk; hear; use hands to keyboard, finger, handle, and feel; stoop, kneel, crouch, twist, reach, and stretch.
-The employee is occasionally required to move around the campus.
-The employee may occasionally lift and/or move up to 20 pounds.
-May require travel dependent on company needs.
-Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
-Can work under deadlines.
-The environment generally is moderate in temperature and noise level.
-Must be able to read and interpret data, information, and documents.
-Can observe and respond to people and situations and interact with others encountered in the course of work.
-Can learn and apply new information or skills.

Other information

EEO/AA (W/M/Vets/Disability) Employer