Manager I, Customer Service for Spares Services

Responsibilities

• Serve as the primary interface between ASM and key semiconductor manufacturing customers in Japan.
• Manage end-to-end order management, including urgent order expedites, consignment replenishment, and backlog tracking.
• Lead customer interactions and escalation management to ensure high satisfaction and minimize tool downtime.
• Collaborate with business development and field service teams to execute spares service level agreements.
• Oversee supply chain and logistics processes, partnering with global teams to drive KPI performance such as On-Time Delivery (OTD).
• Lead, train, and coach a local customer service team of 3+ members.
• Manage departmental budgets and drive continuous operational improvements.

Requirements

• Approximately 10 years of relevant experience in the Semiconductor, IT, or high-tech industrial sectors.
• Proven track record in managing spares, customer fulfillment, and logistics operations.
• Background in Customer Service, Supply Chain Management, Procurement, or Sales.
• Proficiency in SAP (Sales & Distribution and Materials Master modules) and advanced Microsoft Excel (VLOOKUP, Pivot Tables, Macros).
• Fluency in both Japanese and English.
• Strong analytical, problem-solving, and people management skills.
• Bachelor's degree in Business Administration, Supply Chain, or Industrial Engineering.

About the Company

ASM is a global leader in semiconductor manufacturing equipment, providing cutting-edge technology that enables the chips used in 5G, cloud computing, AI, and autonomous driving. With over 55 years of innovation, we value diversity, inclusion, and sustainability as we push the boundaries of what is technologically possible.