16 days ago - req26295
Service Business Manager
Sales & marketing
Other job categories
In a nutshell
Shanghai - TCN, China
Sales & marketing
Other job categories
Service Business Manager, SBM
PURPOSE OF THE JOB:
Drive customer service businessfor key account, including Service Level Agreement (SLA), Strategic ServiceRoadmap (SSR), Service Business target (revenue and margin) and strategicproject management, to ensure ASML meets or exceeds corporate business goals,while addressing customer’s service requirements and maintaining customersatisfaction.
TheSales & Customer Management Sector is responsible for P&L, customersatisfaction and node planning within all customer accounts. S&CM worksclosely with BL Business Lines and CS Customer Support to deliver the overallASML experience to the customer.
Reports to: Sales Director
Manages: ServiceBusiness Support staff, if applicable
Interfaces: Internal: AccountManagement, CS Customer Support, SCM Supply Chain Management, BL BusinessLine, SBI Service Business Integration, Marketing and Finance
Management of Service Business
Drive and manage service business for major accountin China, including
Billable service business (spareparts and labor)
Project service business (optics,relocation, installation and fast installation)
Tasks including day-to-daybusiness operations mgmt, customer issue resolution
Drive and manage spare part business with BusinessLine DUV and Apps, to achieve YoY OPEX reduction for customerwhile maintaining ASML service margin.Tasks including
Manage spare part pricing (andvalue) to customer procurement and fab users (i.e. annual price book, partpricing when revision, open market benchmark, etc.)
Work with BL’s to define andexecute spare part alternative solutions, including but not limited todoor-door knob, local / customer repair, pricing scheme restructure.
Drive and manage service business continuity withBusiness Line DUV and customer stakeholders, to extend supportlifecycle beyond 2018 (PAS5500, Twinscan AT-S and AT), with a ASML andcustomer mutually agreed business framework
Manage the SLA service contract execution,cross-sector alignment with CS customer support, SCM supply chain mgmt andFinance. Tasks may include
SLA dashboard alignment, monthly,with ASML cross-sector stakeholders, and customer fab users andprocurement.Including CS CustomerSupport, CL Logistics performance, and customer scorecard.
Issue resolution, should there bedeviation from agreement
Manage service business and align service levelagreement SLA of customer fabs in foreign countries.Tasks may include
customer needs, cross-sectoralignment, deal preparation, approval, negotiation, execution and customer escalation.
Drive new service product penetration, with DUV andApps Business Line. Tasks may include
customer voice, productrequirements, penetration, evaluation and sales strategy
FSP Full Service Premium, JSC 2.0/ Joint Service, Productivity Monitor, Output Optimization, PEP Output,Scanner Tuning & Monitoring
Work with Finance to manage the service businessdelivery (Monthly MOR & Annual RFF revenue plan, vs. actual), and takeclose-loop actions, should there be deviation.
Management of Service Delivery & Escalation
Manage business critical escalations, with focus onprojects involving impact to multiple fab sites
Manage CIL / Customer Issue List, consolidation& priority alignment with CS and AM
Performs assessment of customer satisfaction withASML SLA, thru monthly customer scorecard, and drive improvement project andactions, should there be deviation. (collaboration with CS Customer Support)
Confirms service product value is realized ‘as sold’to ensure margin and product definition are viable / valid
One time: Supports escalation of significantstandard service costs deviations (in addition to CS Operations).
Structural: drive for productredefinition by alignment with CS Ops and SBI / BL groups; (collects WWaccount data from CS to see if any adjustments need to be made to overall SLAor CS product definition based on costs in different parts of the world.)
BS in Engineering or relatedfield; knowledge and experience insemiconductor industry; MBA is a plus.
> 8 year experience in customersupport, sales, or product marketing, preferably in semiconductor equipmentindustry.
> 3 year experience of servicebusiness management or account management, with proven results
Proven ability to manage complexbusiness requirements, cross-sector alignment, influence without directhierarchical power, negotiate and structure business agreement internal andexternally
Excellent skills in internal andexternal stakeholder management and relationship
Excellent strategic thinking,long-term planning and execution skills
Excellentpresentation and communication skills in English
Ableto explain complex technical details, in simple to understand language tocross-sector stakeholders
Self-motivatedand a team player