Job Mission：

• Safety
• People development
• Organization efficiency
• Global operational field performance
• Cost performance for operational tasks
• Financial budget for specific site

Job Description

Key Responsibilities:

Strategy: Create, communicate and execute aligned and inspirational mission, vision, values and strategy for specific organization Customer

• Be voice of customer to drive customer intimacy and structured solution to address customer problems
• Drive Account team service strategy and ensure appropriate SLA”s are in place
• Be recognized, trusted and dependable partner in scheduled and ad-hoc customer meetings
• Manage customer escalations (toward customer and ASML management)

Financial: contribute to ASML profitability:

• Meet SLA at designated cost (standard cost) across multiple sites
• Drive efficiencies on headcount, part, logistics / organization across multiple sites to meet target cost roadmap and long-term cost ambitions

Process: Follow, create and enhance processes upon actual circumstance , initiate/ implement projects for continuous improvement

Operation: Drive standardization of operations across clusters, ensuring consistency and efficiency in customer service delivery. Implement best practices and benchmarks to optimize performance metrics.

Product:

• Ensure delivery of agreed performance targets to specific customers in China
• Drive feedback improvement process for products and solution roll-out
• Provide quality inputs into new system and (service) product designs
• Look for opportunities for new products or services for ASML

Safety: Manage/monitor safety of employees ( including visitors) in working place ( Office, Customer Fab, Travel. etc.)

Planning & Complexity:

Manage multi customer, long term geographically dispersed, from small to large customers in a dynamic customer environment. High growth requiring significant alignment with sales, SCM,  ASML HQ and customers Setup the long term cluster resource plan according to the 3~5 years business foresee and uncertainty management. Own the cluster annual resource and finance plan ( TAP: headcount, Opex, Capex, revenue, margin) 

People/Talent/Organization Development:   

 Manage 150+ FTE Lead and inspire a team of customer service professionals, fostering a collaborative and high-performance culture. Develop and implement strategies for talent acquisition, retention, and growth within the cluster. Create and oversee technical and leadership development paths for team members. Provide mentorship and guidance to nurture a skilled and motivated workforce. Collaborate with CS HRBP for key cycles, including salary reviews, development plans, performance evaluations, talent reviews, and succession planning. Establish strong partnerships with CS HRBP to ensure alignment of HR practices with organizational goals. Contribute to employee engagement initiatives and feedback mechanisms. Enable the successful implementation of people priority programs within the cluster. Collaborate with cross-functional teams to ensure seamless integration of programs.

Key requirements

• 15 semiconductor equipment business /service experience.  Understand semiconductor capital equipment business and customer service business management.
• ASML technology, products, service and experience are Preferred
• 10 years ASML field service operation experience.
• 10  years organization development and people management  experience

Core Competencies:

• Cross sector collaboration and stakeholder management
• Strategic and long term planning
• People development
• Customer focus
• Operations and change management

Functional Competencies:

• Customer fab operation
• ASML technology and products
• Service business management

Inclusion and diversity

ASML is an Equal Opportunity Employer that values and respects the importance of a diverse and inclusive workforce. It is the policy of the company to recruit, hire, train and promote persons in all job titles without regard to race, color, religion, sex, age, national origin, veteran status, disability, sexual orientation, or gender identity. We recognize that inclusion and diversity is a driving force in the success of our company.

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