Service Business Manager

Context

Independent account management, manage the market to cash cycle, either for a small client or for a specific product. OR Contribute to sales at bigger customers / strategic sales. Operates within practices and procedures, but may deviate as long as the end results meet standards of acceptability.

Requirements

Master degree in technical subject with thorough experience or equivalent working and thinking level. Optional Business Administration or commercial education

Bachelor with broad and deep experience. Experienced in customer account management, preferably in the semiconductor / high tech industry

Responsibilities

Customer Relationship

Customer Stakeholder Management

*Independent client stakeholder management. Customers at engineering and management level

Manage customer accounts for new system business and/or installed base & service business (IB&S) and ensure relationships and trust are developed and deepened, including extending support to engage with customer in case of shortages to execute on system / upgrade demand together with peers.

Support customer intimacy at relevant levels (eg: ERM, TRM, Voice of Customer sessions) and with customer manufacturing stakeholders.

Internal Stakeholder Management

Interaction with peers within ASML. Communication is focused on alignment and coordination. Has a contribution on ERM discussions..

Customer Specific Business Strategy

Supports the development of customer-specific business strategy and specific account plan for new systems and/or installed based service business. Supports developing an integrated business proposal (VPA) formulation covering all ASML products & services. Supports to obtain internal alignment & approval on business proposals (DST). Supports service business for the Account or Region by preparing strategic Service Road-Map (SRM)

Agreement/Contract Negotiation & Implementation

Supports the negotiations on customer agreements related to New Systems, such as VPAs and SLAs on new systems, or/and the installed base service business, such as SLAs for existing nodes or upgrades, thereby responsible for the preparation of DST meetings. Adjusts contract structure where needed to capture value of over-performance by reviewing IB&S (installed base & service) performance compared to contracts for the assigned account. Negotiates to agreement with customer stakeholders, as needed involving internal senior managers. Monitors and executes VPA and agreements to ensure delivery as planned

Business Plan and Operation Plan Implementation

Supports New Systems business planning (timeline & demand) over 1-2 years. Supports demand for systems and upgrades within the CT and check feasibility with CS before providing to Sales Operations. Supports the execution of VPA and new systems sales and/or installed base & service to ensure on-time delivery.

Supports IB&S business planning (timeline & demand) on the shorter-term (1-2 years), including maintenance, upgrades, and service (e.g., relocations). Supports to show value of upgrades and service products by working with Tech Leadership IB&S and convert these to sales opportunities for the assigned account. Supports the preparation of business case (supported by CSCM and P&D) in case of inventory baseline deviations, highlighting value of the part to customers, and cost to ASML

Represent Voice of Customers

Represents voice of the customer to the Customer Team. Supports collecting customer requests, identifies opportunities and shares these with the Tech Leadership roles at the CT table. Supports target setting on New Systems or IB&S by providing input to CS&S. Supports customer-specific ESG topics and relevant market regulations for New Systems or IB&S

Revenue and Contribution Margins, Demand and Timeline Planning

Supports Revenue and contribution margin on New Systems and/or Installed Base & Service for assigned account and/or region in responsibility of Customer Team.

Supports Demand and timeline planning for New Systems and/or Installed Base & Service for assigned account and/or region in responsibility of Customer Team

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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