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30+ 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 business for key account, including Service Level Agreement (SLA), Strategic Service Roadmap (SSR), Service Business target (revenue and margin) and strategic project management, to ensure ASML meets or exceeds corporate business goals, while addressing customer’s service requirements and maintaining customer satisfaction.
The Sales & Customer Management Sector is responsible for P&L, customer satisfaction and node planning within all customer accounts. S&CM works closely with BL Business Lines and CS Customer Support to deliver the overall ASML experience to the customer.
Reports to: Sales Director
Manages: Service Business Support staff, if applicable
Interfaces: Internal: Account Management, CS Customer Support, SCM Supply Chain Management, BL Business Line, SBI Service Business Integration, Marketing and Finance
Management of Service Business
Drive and manage service business for major account in China, including
Billable service business (spare parts and labor)
Project service business (optics, relocation, installation and fast installation)
Tasks including day-to-day business operations mgmt, customer issue resolution
Drive and manage spare part business with Business Line DUV and Apps, to achieve YoY OPEX reduction for customer while maintaining ASML service margin. Tasks including
Manage spare part pricing (and value) to customer procurement and fab users (i.e. annual price book, part pricing when revision, open market benchmark, etc.)
Work with BL’s to define and execute spare part alternative solutions, including but not limited to door-door knob, local / customer repair, pricing scheme restructure.
Drive and manage service business continuity with Business Line DUV and customer stakeholders, to extend support lifecycle beyond 2018 (PAS5500, Twinscan AT-S and AT), with a ASML and customer mutually agreed business framework
Manage the SLA service contract execution, cross-sector alignment with CS customer support, SCM supply chain mgmt and Finance. Tasks may include
SLA dashboard alignment, monthly, with ASML cross-sector stakeholders, and customer fab users and procurement.Including CS Customer Support, CL Logistics performance, and customer scorecard.
Issue resolution, should there be deviation from agreement
Manage service business and align service level agreement SLA of customer fabs in foreign countries.Tasks may include
customer needs, cross-sector alignment, deal preparation, approval, negotiation, execution and customer escalation.
Drive new service product penetration, with DUV and Apps Business Line. Tasks may include
customer voice, product requirements, 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 business delivery (Monthly MOR & Annual RFF revenue plan, vs. actual), and take close-loop actions, should there be deviation.
Management of Service Delivery & Escalation
Manage business critical escalations, with focus on projects involving impact to multiple fab sites
Manage CIL / Customer Issue List, consolidation & priority alignment with CS and AM
Performs assessment of customer satisfaction with ASML SLA, thru monthly customer scorecard, and drive improvement project and actions, 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 significant standard service costs deviations (in addition to CS Operations).
Structural: drive for product redefinition by alignment with CS Ops and SBI / BL groups; (collects WW account data from CS to see if any adjustments need to be made to overall SLA or CS product definition based on costs in different parts of the world.)
BS in Engineering or related field; knowledge and experience in semiconductor industry; MBA is a plus.
> 8 year experience in customer support, sales, or product marketing, preferably in semiconductor equipment industry.
> 3 year experience of service business management or account management, with proven results
Proven ability to manage complex business requirements, cross-sector alignment, influence without direct hierarchical power, negotiate and structure business agreement internal and externally
Excellent skills in internal and external stakeholder management and relationship
Excellent strategic thinking, long-term planning and execution skills
Excellent presentation and communication skills in English
Able to explain complex technical details, in simple to understand language to cross-sector stakeholders
Attention to details
Self-motivated and a team player