40h | Beuningen, Netherlands

At ASMPT ALSI, we are one of the world's leading suppliers of semiconductor equipment, providing the technology that enables the production of the world's most advanced chips. Innovation, precision, and customer success are at the heart of everything we do. To strengthen our global service organization at our Product Center of our laser dicing and grooving machines, we are looking for a Service Manager.

In this role, you are responsible for leading our global 3rd line customer support activities, driving service readiness throughout the product lifecycle - from New Product Introduction (NPI) to installed base support and ensuring high-quality service documentation, training material and continuous improvement of the training program that is offered.

You act as the technical escalation owner for complex customer issues and work closely with our regional 1st and 2nd line service organizations in Taiwan, China, Southeast Asia, North America, and Europe. Together with Engineering, Product Management, Supply Chain, and Service teams, you will ensure that our customers receive world-class support and achieve maximum system performance and uptime.

As Service Manager, you are responsible for ensuring that the global service organization is equipped to successfully support our products throughout their lifecycle. You supervise fast and effective resolution of critical escalations, establish service readiness for new products, and continuously improve service processes, knowledge management, and documentation standards.

Key Responsibilities:

• Lead the global 3rd Line Support organization for complex technical escalations and customer issues.
• Drive service readiness for new products, ensuring documentation, training, spare parts, and support processes are in place before release.
• Own the global service documentation and knowledge management strategy, ensuring continuous improvement based on field feedback.
• Develop and deliver global training and certification programs for service engineers and customers.
• Collaborate with Engineering, Product Management, Manufacturing, Quality, and Supply Chain to improve product reliability and serviceability.
• Standardize global service processes and support the implementation of SAP S/4HANA Service.
• Lead, coach, and develop the 3rd Line Support, Documentation, Training, and NPI teams.
• Foster a culture of safety, quality, customer focus, and continuous improvement.