5 days ago - req27485

Service Business Manager

Sales & marketing

Other job categories

In a nutshell

Location

Wuhan, China

Team

Sales & marketing

Experience

8+ years

Degree

Bachelor

Job Category

Other job categories

Introduction

Reporting to business unit regional manager, the Service Business Manager will represent ASML-HMI for service business activities with a strategic customer. The primary duties include developing service strategies, establishing service level agreement (SLA), managing execution of service contracts, and driving long-term service cost efficiency improvement.

Job Description

Manage Service Business

  • Establish SLA including long-term service strategy for certain customer site. Tasks include customer needs, cross-sector alignment, deal preparation, approval, negotiation, execution and customer escalation
  • Manage the SLA execution, cross-sector alignment with CS, SCM and Finance. Tasks include SLA dashboard alignment with ASML/HMI cross-sector stakeholders, customer users and procurement (including Customer Support / Logistics performance, and customer scorecard). Drive issue resolution upon deviation from agreement
  • Drive new/tailored service product definition to address gaps between customer needs and existing service product as well as establish HMI added value. Tasks include customer voice, product requirements, collaborate with HMI service marketing (IB&S) and CS central team, define penetration, evaluation and sales strategy
  • Drive long-term service cost reduction with those who are related service costs
  • Work with Finance to manage the service business delivery (Monthly MOR & Annual RFF revenue plan, vs. actual), and take close-loop actions upon deviation

Manage Service Delivery & Escalation

  • Manage business critical escalations, focus on structural case with impact on multiple sites
  • Perform assessment of customer satisfaction with ASML/HMI SLA, through regular customer scorecard, and drive improvement project and actions upon deviation, in collaboration with CS
  • Confirm service product value is realized ‘as sold’ to ensure margin and product definition are viable / valid
    Note: Responsibilities and roles of Service Business Manager can be different for domestic accounts and global accounts within the region, which adjusts to individual account team.

Qualifications:

  • Proven ability to hit the ground running and deal with ambiguity
  • Proven ability to get complicated problems clarified, activities organized, then drive for solutions in a structural manner.
    Enriched semiconductor inspection and/or metrology equipment service experience
  • Own “continuous improvement” mindset
  • Own “value adding” mindset
  • Strong understanding and knowledge of the customers and competitive landscape in the inspection and metrology equipment industry
  • A demonstrated track record of working effectively with internal cross functional teams
  • Strong leadership skills characterized by the ability to inspire, communicate effectively, and drive the organization towards common goals
  • Passionate, motivated, and has the ability to interface with different personalities, has emotional & ego maturity, and has the ability to be humble
  • Highly professional, driven, engaging, creative, and passionate personal demeanor.

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