30+ days ago - req4813

CS - Customer Support Manager - Hsinchu

Customer Support

DUV

General Management

Mechanical engineering

Other technical job categories

Electrical engineering

In a nutshell

Location

Hsinchu, Taiwan

Team

Customer Support, DUV, General Management

Experience

>10 Senior

Job Category

Mechanical engineering, Other technical job categories, Electrical engineering

Introduction

To manage single site with multiple customers at the same site/office in Taiwan , or even higher scope to manage multiple sites with the customers which are same account or geographically closed in terms of location , to help customer management and better customer orientation.

Job Description

1. To lead the CS teams to meet ASML SLA targets and customers’ production targets (to be determined) , and secure ASML business in future for the customers.

2. Strengthen collaborations between global account team and local CS , with clear role and responsibilities , and put it in executions

3. Develop the local CS people and organization and maintain the maturity with short/mid/long term plan , including engineers and leadership.

4. Improve customer communications and customer management between CS (local , VHV and X-regions) , to create transparency and define standard way of working.

5. Align customers issue list and priority , and drive VHV headquarter (BL and program) to provide solutions for the operation issues raisedin the quarter ORM meeting.

6. Secure and service manpower and readiness of new business at customers , either new node HVM or fab extension or new fab on the responsibility of the same site.

7. Regularly review departmental costs (OPEX, OSO, contract delta) actual vs budget, and identify the improvement areas to drive for efficiency. Also yearly TAP cycle to plan headcount and adjust according to install base and service contract.