30+ days ago - req6839

Service Business Manager

Sales & Marketing

Other technical job categories

In a nutshell

Location

Wuhan, China

Team

Sales & Marketing

Experience

8+ years

Degree

Bachelor

Job Category

Other technical job categories

Introduction

Management of Service Business

Drive and manage service business for major account in China, including

Billable service business (spare parts and labor)Project service business (optics, relocation, installation and fast installation)Tasks including day-to-day business operations mgmt, customer issue resolution

Drive and manage spare part business with Business Line DUV and Apps, to achieve YoY OPEX reduction for customer while maintaining ASML service margin.Tasks including

Manage spare part pricing (and RequisitionLocal) to customer procurement and fab users (i.e. annual price book, part pricing when revision, open market benchmark, etc.)Work with BL’s to define and execute spare part alternative solutions, including but not limited to door-door knob, local / customer repair, pricing scheme restructure.

Drive and manage service business continuity with Business Line DUV and customer stakeholders, to extend support lifecycle beyond 2018 (PAS5500, Twinscan AT-S and AT), with a ASML and customer mutually agreed business framework Manage the SLA service contract execution, cross-sector alignment with CS customer support, SCM supply chain mgmt and Finance. Tasks may include SLA dashboard alignment, monthly, with ASML cross-sector stakeholders, and customer fab users and procurement.

Including CS Customer Support, CL Logistics performance, and customer scorecard. Issue resolution, should there be deviation from agreement

Manage service business and align service level agreement SLA of customer fabs in foreign countries.

Tasks may include customer needs, cross-sector alignment, deal preparation, approval, negotiation, execution and customer escalation.

Drive new service product penetration, with DUV and Apps Business Line.

Tasks may include customer voice, product requirements, penetration, evaluation and sales
strategyFSP Full Service Premium, JSC 2.0 / Joint Service, Productivity Monitor, Output Optimization, PEP Output, Scanner Tuning & Monitoring


Work with Finance to manage the service business delivery (Monthly MOR & Annual RFF revenue plan, vs. actual), and take close-loop actions, should there be deviation.

Management of Service Delivery & Escalation

Manage business critical escalations, with focus on projects involving impact to multiple fab sites Manage CIL / Customer Issue List, consolidation & priority alignment with CS and AM


Performs assessment of customer satisfaction with ASML SLA, thru monthly customer scorecard, and drive improvement project and actions, should there be deviation. (collaboration with CS Customer Support)

Confirms service product RequisitionLocal is realized ‘as sold’ to ensure margin and product definition are viable / valid

One time: Supports escalation of significant standard service costs deviations (in addition to CS Operations).

Structural: drive for product redefinition by alignment with CS Ops and SBI / BL groups; (collects WW account data from CS to see if any adjustments need to be made to overall SLA or CS product definition based on costs in different parts of the world.)

Background

BS in Engineering or related field;knowledge and experience in semiconductor industry;

MBA is a plus.

> 8 year experience in customer support, sales, or product marketing, preferably in semiconductor equipment industry.

> 3 year experience of service business management or account management, with proven resultsCompetencies


Proven ability to manage complex business requirements, cross-sector alignment, influence without direct hierarchical power, negotiate and structure business agreement internal and externally

Excellent skills in internal and external stakeholder management and relationship Excellent strategic thinking, long-term planning and execution skills

Excellent presentation and communication skills in English Able to explain complex technical details, in simple to understand language to cross-sector stakeholdersAttention to details

Self-motivated and a team player