Manager, Field Service

ASM•Phoenix, AZ

18d

About The Position

The Manager, Field Service leads Field Service operations supporting ASM’s North Phoenix customer account, ensuring safe, reliable, and predictable equipment performance. The role leads a technical service organization responsible for equipment installation, qualification, sustainment, and complex customer escalations, working closely with customers, engineering, Business Units, account teams, and regional and global support organizations. The manager develops the team, oversees service performance and resources, and drives continuous improvement to support customer success and ASM’s long-term partnership with the account. The position also requires travel of up to 20% domestically and internationally and a willingness to support extended hours when required for critical escalations, installations, or customer recovery.

Requirements

Bachelor's degree in Electromechanical Engineering or a related engineering, physics, or materials science discipline and 12+ years of relevant experience; or a master's degree and 8+ years; or a PhD and 4+ years.
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 in 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, including setting expectations, coaching, work assignment, employee development, and accountability for 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 and ability to explain 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.

Nice To Haves

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.

Responsibilities

Lead Field Service operations and ensure safe, reliable execution of 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 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 service KPIs, resource plans, quality expectations, budgets, and operational performance.
Identify risks and communicate customer and ASM impact, resource requirements, options, and recommended solutions.
Lead installation and operational readiness planning across staffing, parts, tools, training, documentation, schedules, dependencies, and contingencies.
Partner with customers and internal stakeholders to translate production priorities and milestones into executable service plans.
Maintain 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 turn 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.