Director , Customer Services - APAC

Job description

Step into a career with ASM, where cutting edge technology meets collaborative culture. ​ For over 55 years ASM has been ahead of what’s next, at the forefront of innovation and what’s technologically possible. With more than 4,500 ASMers representing 70 nationalities, our people and our advanced semiconductor devices are playing a crucial role in trends such as 5G, cloud computing, AI, and autonomous driving. But we’re more than just a tech company. We value diversity, inclusion and sustainability as we strive to make a positive impact on the world. Our development programs help support your growth, shaping your future and pushing the boundaries of innovation to unleash potential. What you will be working on Customer Engagement & Escalation Management : Serve as the primary senior liaison and escalation point for key semiconductor customers across Asia; lead executive-level customer alignment meetings, proactively address service critical issues, and resolve high-stakes escalations to safeguard customer satisfaction and trust. Material Demand Planning & Alignment: Lead the Customer Service team in consolidating, analyzing, and defining field material demand forecasts; directly align with customers on material availability expectations without taking ownership of direct inventory execution. Cross-Functional SCM & Planning Collaboration: Partner closely with internal Planning and Supply Chain (SCM) teams—who execute fulfillment—to expedite critical parts delivery, streamline material pull-ins, and resolve supply bottlenecks. RSL Strategy & Tool Down Mitigation: Establish, optimize, and maintain Recommended Stock Lists (RSL) based on field consumption data, tool install base, and customer PM schedules to proactively minimize tool down impact and improve Mean Time to Repair (MTTR). FSE Collaboration & Shortage Mitigation : Establish seamless collaboration with regional Field Service Engineering (FSE) teams to monitor site-level material shortages, optimize tool down-time, and drive joint action plans to uphold operational uptime and customer SLAs. Regional Business & Team Leadership : Direct and lead high-performing Customer Service and Spares organizations across Asia (including Taiwan, South Korea, China, Japan, and Singapore), driving regional operational excellence and continuous service delivery improvement. New Product Introduction (NPI) & Readiness : Lead regional material and service readiness for NPI, ensuring Recommended Stock List (RSL) availability to support tool installation, qualification, and high-volume manufacturing (HVM) ramps. Travel : International travel (20%-30%) to support customer engagements, business development activities, and team leadership responsibilities. What we are looking for Education & Experience : Bachelor’s degree or higher in Engineering, Supply Chain, Business, or related discipline with 15+ years of progressive leadership experience in the semiconductor equipment or high-tech industry. Regional Leadership Experience : Proven track record of managing and leading multi-national, cross-cultural teams across Asia (Taiwan, Korea, China, Japan, Singapore). Customer-Facing & Escalation Mastery : Demonstrated expertise in managing high-stress customer relationships, executive-level communications, and complex escalation scenarios with top-tier semiconductor fabs. Material Demand & SCM Acumen: Deep understanding of customer service operations, demand planning, and supply chain dynamics; skilled at bridging field operations with internal SCM/Planning execution teams. Field Operations Synergy : Strong capability to partner effectively with Field Service Engineering (FSE) teams to resolve supply shortages and improve tool performance/uptime.