[Cymer] Field Service Site Manager (SK Hynix Account)

[Cymer] Field Service Site Manager (SK Hynix Account)

Introduction

- This is a management position in charge of the CS Team

- The primary responsibilities of the team are demos, evaluations at customer sites, driving adoption of our products and fostering collaboration with customers.

- This role is responsible for the success of the team in carrying out these tasks, their training and managing them according to the business priorities and changes.

- The position will require close interaction with local teams at customer sites, sales and marketing as well as various stakeholders in HQ.

Responsibilities

- Provides appropriate service engineering resources required for equipment installation, maintenance, upgrade, & repairs of equipment at customer sites

- Obtains service engineering resources based on customer requirements for comprehensive system support, including systems in escalation and under installation. Includes monitoring and planning using headcount modeling tools

- Manages personnel schedules to ensure adequate resource for customer satisfaction: PTO,  Training, Factory support labor and new system or upgrades. Includes monitoring and reporting of FSE utilization

- Executes inventory management control and forecasting in coordination with regional and corporate logistics

- Ensures availability and safe operation of tools or equipment for installation and maintenance of systems at customer sites. Includes purchasing of administrative tools , e.g., computers, pagers, etc.

- Engages and maintains customer relationships including proactive interface with customer mgmt to identify potential areas of improvement and drive resolution consistent with Cymer consistent with Cymer policies and procedures

- Reviews long term service strategies with the Customer and confirm plans

- Ensures and maintains cross-functional interface with Account Management, Logistics, Technical Support and other regional and corporate functions as required.

- Reviews information about Cymer with FSE’s, e.g., Business status, new products, etc.

- Establishes and monitors FSE training plans, FSE certification tracking and training strategies in conjunction with corporate training department

- Manages employee development including schools, evaluations, counseling, safety and procedures

- Manages laser performance monitoring and reporting utilizing necessary tools and established measures.

- Completes SAFE Program including incident reporting, safety training execution and safety FCO implementation

- Ensures safe working environments and procedures for (FSE’s) during daily work activities

- Administers personal requisitions, PARs for personnel changes and executes performance review process

- Ensures FSE utilization of and regularly reviews corporate CRM tool (Siebel) for trends, content accuracy and FSE adherence

- Approves and/or Updates Failure Analysis reports

- Assists FSE’s with obtaining information from Cymer San Diego (payroll, HR, IT, etc.)

SUPERVISORY RESPONSIBILITIES :  

- Provide management and direction to the service operations in conjunction and in coordination with account management. 

- Provide comprehensive management of local escalations and advanced customer support emanating from service situations.

- Provide technical support training to the local field service and technical support personnel so as to build stand-alone competencies.

Education and Experience

- 15+ years of experience (technical support/field service) in Semi / High-tech industry (multinational company is preferred)

- Experience in semiconductor photolithography / semiconductor fab environment is highly desired including experience in DUV optical imaging systems support in a clean room environment or equivalent experience in diagnosing and troubleshooting and/or customer service on electronic systems

- Experience in service operations management with experience managing service engineers and executing customer service operations

- Experience in electronics, software, mechanical engineering, optics and an ability to understand problems of scope where analysis of situations or data requires a review of identifiable factors.  Exercises judgment within defined procedures and practices to determine appropriate action.

- Understand operations process pertaining to semiconductor equipment installation and support, i.e, stepping and or scanning “Photo Lithography Imaging” systems, DUV metrology systems, DUV excimer lasers or specific DUV Beam Delivery Systems

- System performance related data analysis, system troubleshooting and applied technical problem solving skills required.

- 5+ years of people managing experience, managing technical customer support teams.

- Experience of overseeing multiple group/team leaders in a local CS organization, leading and developing people and teams.

- Capable to manage customers/stakeholders and high pressured situations,

- Bachelor’s degree in engineering related field is required and Master’s Degree is preferred.

Personal Skills

- Stakeholder management skills developed in matrixed organization for alignment locally & globally.

- Open & speak-up style leadership, with people/team development.

- Ability to read, analyze, and interpret technical procedures and technical documents

- Able to manage customer pressure(towards own and the team).

- Ability to interact and communicate successfully in a foreign culture; respecting local customs and business practices

- Support organization to achieve customer agreements and manage site performance.

- Understand Customer needs and strategic management of customer issues.

- Ability to think and act strategically as well as operationally, Strategic communication.

- English proficiency in verbal and written communication.

Working location : CYMER Koea Icheon office

- Position requires office as well as significant customer location interface.  Exposure and some work in a semiconductor fab cleanroom environment may be required on occasion. 

- Responsibilities may include occasional travel to regional and overseas for service management meetings. 

This position requires access to controlled technology, as defined in the United States Export Administration Regulations (15 C.F.R. § 730, et seq.). Qualified candidates must be legally authorized to access such controlled technology prior to beginning work. Business demands may require ASML to proceed with candidates who are immediately eligible to access controlled technology.

Diversity and inclusion

ASML is an Equal Opportunity Employer that values and respects the importance of a diverse and inclusive workforce. It is the policy of the company to recruit, hire, train and promote persons in all job titles without regard to race, color, religion, sex, age, national origin, veteran status, disability, sexual orientation, or gender identity. We recognize that diversity and inclusion is a driving force in the success of our company.

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