Manager, Field Service

Job's mission

As a Manager, Field Service at ASM, you will lead Field Service operations supporting our North Phoenix customer account, with responsibility for delivering safe, reliable, and predictable equipment performance. You will lead a technical service organization supporting equipment installation, qualification, sustainment, and complex customer escalations while partnering closely with customers, engineering, Business Units, account teams, and regional and global support organizations. You will also develop your team, manage service performance and resources, and drive continuous improvement to strengthen customer success and ASM’s long-term partnership with the account.

What you will be working on

• Lead Field Service operations and ensure safe, reliable execution of customer-critical activities, including equipment installation, qualification, sustainment, availability, and technical recovery.
• Lead and coordinate complex customer escalations across Field Service, Field Process, engineering, Business Units, account teams, and customer stakeholders.
• Establish clear ownership, action plans, timelines, escalation paths, and measurable closure criteria for technical and operational issues.
• Apply and coach structured problem-solving methods, including 8D, fault partitioning, hypothesis testing, and root-cause validation.
• Manage ASM service KPIs, resource plans, quality expectations, budgets, and operational performance.
• Identify risks early and communicate customer impact, ASM impact, resource requirements, available options, and recommended solutions.
• Lead installation and operational readiness across staffing, parts, tools, training, documentation, schedules, dependencies, and contingencies.
• Partner with customers and internal stakeholders to translate customer production priorities and milestones into executable service plans.
• Maintain high standards for safety, environmental compliance, quality, and procedural adherence.
• Lead, coach, and develop managers, technical leads, Field Service Engineers, and supporting team members.
• Build team capability through qualification standards, technical development, standard work, knowledge sharing, and succession planning.
• Capture lessons learned from significant technical events and translate them into improved procedures, troubleshooting guidance, training, and service strategies.
• Drive collaboration across local, regional, and global ASM teams to support customer needs and strategic initiatives.
• Support continuous improvement initiatives that enhance equipment performance, reliability, service productivity, and customer delivery. 

What we are looking for

• Bachelor's degree in Electromechanical Engineering or a related engineering, physics, or materials science discipline with 12+ years of relevant experience; OR Master's degree with 8+ years of relevant experience; OR PhD with 4+ years of relevant experience.
• Equivalent military technical education and directly relevant experience may be considered where permitted by the approved job architecture.
• Significant experience in field service or manufacturing of OEM capital equipment, ideally within the semiconductor industry.
• Experience leading complex customer escalations involving equipment or process systems.
• Technical breadth across at least two ASM toolsets, including relevant configurations, or directly comparable advanced semiconductor equipment platforms.
• Demonstrated line-management experience or equivalent formal EIC or team-lead responsibility with accountability for setting expectations, coaching, work assignment, employee development, and team results.
• Experience applying structured problem-solving methodologies, such as 8D, in high-stakes customer environments.
• Experience managing service, operational, quality, or business KPIs and developing actions to improve performance.
• Experience balancing customer priorities with capacity, cost, warranty, commercial, and organizational constraints.
• Experience governing installation or operational readiness across manpower, parts, tools, training, documentation, schedules, dependencies, and contingencies.
• Strong focus on safety, quality, compliance, and risk management.
• Excellent English communication skills with the ability to communicate complex technical and operational topics clearly to different audiences.
• Ability to travel up to 20% domestically and internationally.
• Ability and willingness to support extended hours when required for critical escalations, installations, or customer recovery.
• Ability and commitment to achieve and maintain ASM GTC Level 3 certification for the assigned technical scope within the required qualification period. 

What sets you apart

• Direct experience with ASM equipment and processes across multiple configurations and fabs.
• Experience leading Field Service execution in a high-volume semiconductor manufacturing environment.
• Experience supporting aggressive equipment installation, qualification, availability, or production milestones.
• Hands-on experience developing predictive models or advanced analytics using cross-fab or multi-system data and converting insights into field action.
• Demonstrated impact on cost of ownership, reliability, product performance, or service productivity through collaboration with R&D or product teams.
• Experience building, mentoring, and scaling service or field teams in fast-paced, global, or multi-site environments.
• Demonstrated ability to improve operating systems and build sustainable team capability through standard processes, knowledge sharing, and technical development.
• Ability to navigate ambiguity, make sound decisions with incomplete information, and maintain focus on customer-critical outcomes.