Job Mission and Role Purpose

• This position is responsible for managing the Customer Support team of DUV & Yieldstar product in the China region. Reporting to the Head of Customer Support, China, the role involves developing and executing long-term strategies and tactical goals for regional DUVYS organization. The incumbent will lead the organization to achieve sector strategies, objectives, and operations roadmaps. As a core member of the China Customer Support Management team, the role also involves driving business and people initiatives across the CS China organization.
• Drives the maturity of the organization, via the execution of strategic and operational activities, annual budget planning, long-term capacity planning, and policy/process development and implementation.

Job Description

Key Responsibilities

• Customer & Stakeholder Management

• Build and maintain networks with key customer/partner stakeholders; establish joint business plans.
• Understand customer’s requirement and collaborate with account manager to define service strategy, ensure appropriate Service Level Agreement are in place and fulfill the customers’ requirements.
• Accountable for cross-functional risk assessment and mitigation strategies.
• Be voice of customer to drive for customer intimacy and structured solution to address customer problems.  Minimize customer complaints and maximize satisfaction through issue resolution and escalation management. 
• Be recognized, trusted and dependable partner in scheduled and ad-hoc customer meetings

• Leading Business:

• Create, communicate, and execute aligned and inspirational mission, vision, values and strategy for organization
• Develop and manage complex projects aligned with key business objectives to continue drive business value and capture opportunities for breakthrough.
• Collaborate with central CS, DUVYS, Business Lines to identify solutions that enhance ASML’s market competitiveness and customer value.
• Develop and manage a capability development roadmap aligned with future business demands.
• Execute and manage the regional business plan to deliver financial and strategic goals with long-term planning.
• Balance medium and long-term priorities in a dynamic strategic and tactical business environment.

• Operational Excellence

• Safety: Manage/monitor safety of employees (including visitors) in working place (Office, Customer Fab, Travel. etc.)
• Be accountable for execution of DUVYS operations. Collaborate with central CS, Business Lines, and account teams to drive technical solutions and resolve product issues.
• Lead and deliver quality service to meet SLA requirements, improve equipment availability, operational efficiency, and field service self-sufficiency
• Lead and  support business growth and sustaining On-Product Performance across the install bases.
• Ensure service readiness for new product launches and drive technical capability through structured training programs.
• 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
• Set annual priorities with KPIs, monitor progress via dashboards and reviews, and allocate resources effectively.

• People/Talent/Organization Development

• Develop people strategies to enhance performance and support organizational transformation and continuous development.
• Coach and develop DUVYS mgt team to strengthen leadership and business acumen.
• Foster ASML’s culture of Challenge, Collaborate, and Care; build a high-performance team through vision, motivation, and support.
• Optimize organizational design and effectiveness, lead implementation of improvements.
• Own talent management, develop pipelines, and identify future leaders.
• Anticipate future skill gaps and drive capability growth.
• Create environment for people to be engaged and motivated and develop to their full potential

• Financial excellence:

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

Knowledge, Skills & Experience Requirements

• Extensive experience in semiconductor industries, with strong technical knowledge in semiconductor manufacturing and operations, and lithography equipment.
• Understand the industry eco system and customer technology and product evolution. Understand semiconductor capital equipment business and customer service business management.
• Proven customer relationship management skills: ability to understand customer needs and identify product & service value opportunities.
• Strategic planning and execution capabilities.
• Inspirational leadership with the ability to guide teams toward desired outcomes.
• Experience leading large, diverse organizations with effective team management & development.
• Strategic decision-making skills, including risk assessment and alignment with organizational goals.
• Visionary leadership with goal setting, strategic planning, and resource allocation.
• Strong talent development and succession planning capabilities.
• Excellent communication skills in both English and Chinese.

This position requires access to controlled technology, as defined in the United States Export Administration Regulations (15 C.F.R. § 730, et seq.). Qualified candidates must be legally authorized to access such controlled technology prior to beginning work. Business demands may require ASML to proceed with candidates who are immediately eligible to access controlled technology.

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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