Lead,  Customer Service

Introduction to the job. Example:

As a Field Service Engineer (FSE) at ASM, you’ll be at the heart of our customer operations. This role is your chance to gain hands-on experience with our advanced semiconductor equipment and contribute to our customers’ success by ensuring our technology performs flawlessly. Join a supportive team and grow your technical skills in a fast-moving, innovative environment.

• →Order Management & Fulfillment & Setup targets according to agreed SLAs and drive for achievements
• →Lookahead Prevention on operation and escalations.
• →Foresee demand and plan material delivery to support customer demand and propose / lead long term solution.
• →Drive material readiness to deliver against Customer requirements
• →Lead discussion /Proactive manage Internal /external customer, attend customer meetings as required by customer needs.
• →Lead, present and drive customer interactions with effective outcomes in difficult customer situations.
• →Spares Ordering/Processing
  • →Urgent customer order expedites.
  • →Consignment replenishment.
  • →Verifies and tracks customer backorders.
  • →Follow all ASM and Customer processes, e.g. RMA, FA, etc.
  • →Ensures 100% accuracy on the mutually aligned and agreed upon billing amount to be invoiced, including processing of credits/debits.
• →Generates and provides weekly/monthly reports for customer on time delivery.
• →Work with Global Planners to ensure any stocking level adjustments that may be required to support customer demand.
• →Other duties as assigned.

• 5~10 years of customer service within a high-tech environment is preferrable or an equivalent combination of education and experience from which comparable knowledge, skills and ability has been achieved.
• Strong interpersonal communication (internal/ external), presentation skills and stakeholder management.
• Intermediate skills in SAP, Microsoft Excel, e.g. VLOOKUP, Pivot Tables, Macros, etc.
• Demonstrated experience in Sales & Distribution and/or Materials Management.
• Comprehension of Customer Service processes, e.g. order management, inventory reconciliations, and invoicing.
• Must have high “sense of urgency” and “know how” for escalation to proper stakeholders.
• Ability to prioritize, manage time effectively and work autonomously.
• Open-minded and remain flexible (approach/work schedule).

• Bachelor's degree in business administration, supply chain or accounting preferred.

We make the tech that enables the chips in devices which improve lives around the world. We do this with an eye to the future, pushing the boundaries of what’s possible through cutting-edge innovation, and driving the next wave of technological breakthroughs that shape how we live, work, and connect.

To learn more about ASM, find us at asm.com and on LinkedIn, Facebook, Instagram, X and YouTube.

ASM is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, religion, age, nationality, social or ethnic origin, sexual orientation, gender, gender identify or expression, marital status, pregnancy, political affiliation, disability, genetic information, veteran status, or any other characteristic protected by law.