Director of the Global Product Support

2 weeks ago

Phoenix, United States ASM Full time

Who is ASM?

ASM is a leading global supplier of semiconductor process equipment for wafer processing. Based in 3 continents and 14 countries, ASM benefits from a wider perspective and the advantages of bringing together the best minds in the world to create new breakthroughs. ASM provides equipment to all the top semiconductor device manufacturers in the world, primarily for the deposition of thin films. ASM pioneered important aspects of many established wafer-processing technologies used in industry, including lithography, deposition, ion implant, epitaxy, and single-wafer ALD. In recent years, ASM brought Atomic Layer Deposition (ALD) and Plasma Enhanced Atomic Layer Deposition (PEALD) from R&D to mainstream production at advanced manufacturers’ sites. ASM’s broad portfolio of innovative technologies and products are being used by the most advanced semiconductor fabrication plants around the world, helping customers’ progress along their technology roadmap and make integrated circuits or chips smaller, faster, and more powerful. ASM is headquartered in Almere, the Netherlands with manufacturing in Singapore and South Korea, and R&D in Europe, North America and Asia.

As the Director of the Global Product Support (GPS) team, you will lead a team in ensuring resolution for hardware support issues and providing first level software and process support for our Epitaxy (EPI) Key Product Unit (KPU). In addition to managing the team to support needs of the field, this role demands an elevated level of technical leadership to provide guidance to engineering during the design phase of new products on key customer requirements, drive key improvement projects such as reducing installation or warranty costs, increasing uptime of the installed base of tools, and improving customer satisfaction scores. To effectively drive these changes, it is expected that the GPS Leader be able to tightly interface with all other departments as well as business units in the company. The individual in this position should be able to collaborate closely with the customer directly, meeting their needs while still managing expectations. The GPS Leader should be able to quickly make high impact decisions while considering the full effect of these decisions to ASM.

SPECIFIC DUTIES

  • Responsible for driving the product support team in the successful launch of new products, initially internal and subsequently with customers in the EPI portfolio of products
  • Take a strategic view of top issues to ensure resolution by working with key stakeholders to drive engineered solutions through new product development and continuous improvement process (CIP) hardware/software and/or procedures.
  • Manage the team to represent the KPU to the external customer for all issues to include escalations, CIP and escalation management with responsibility for high level engagement of customers
  • Drive CIP across multiple internal organizations working with key stakeholders to ensure resolution, quality and customer satisfaction
  • Lead team of managers with indirect team of 20+ engineers.
  • Provide leadership and strategic vision to the EPI Product Support organization
  • Reports directly to KPU Vice President

QUALIFICATIONS

  • Bachelor’s degree in engineering (Mechanical, Electrical, Chemical or related), Master’s preferred
  • 10+ years of experience in the semiconductor capital equipment industry
  • 5+ years of experience as an accomplished manager in supporting customers, with a background in Engineering and New Product Introduction (NPI)

SKILLS

  • Demonstrated ability to represent customer priorities and drive to closure within a matrixed organization

· Strong background in the definition and implementation of best practice methodologies to drive product quality, on-time product delivery and customer satisfaction

· Ability to attract world class employees and develop a cohesive culture that fosters teamwork, efficiency, and ownership

  • Ability to grow and develop product support engineers to become system level experts
  • Ability to generate respect and enthusiasm from the team and to generate team culture for sharing ideas and strategies
  • Exceptional communication and presentation skills
  • Ability to handle the challenges of conducting business globally
  • Impeccable integrity, openness, creativity
  • Willingness to regularly travel internationally (25-30 %) to continuously align with regional service teams
  • Experience dealing with customers from a commercial perspective

At ASM we are committed to supporting our people, enabling them to develop their talents and perform at their best. We actively promote an inclusive and diverse culture that fosters trust and transparency. Our people are our power, and we value the differences between everyone because it is what make us better as a team. By embracing a wide range of perspectives, we enable a culture of continuous exploration and adoption of new ideas. At every step, we know that it is our valued people who enable us to deliver excellent products and service to our clients – and to make a meaningful difference in society.

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