Senior Specialist I, Customer Service

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. We’re not like most. We don’t just overcome obstacles – we don’t see them. Instead, we see the potential in every person, and every situation. We don’t wait for opportunity to appear – we create it. Meet ASM . A company that has been searching for people just like you. Who is ASM? ASM is a leading, global supplier of semiconductor wafer processing equipment. Our ambitious team is dedicated to delivering innovative technology solutions to the world’s leading semiconductor manufacturers. We have over 2,200 employees based in 16 countries. Our goal is to remain an industry leader by being ahead of what’s next. We accomplish this by focusing on finding collaborative solutions to make integrated circuits, or chips, smaller, faster and even more powerful. ASM is an inclusive workplace. We at ASM are a truly global organization that works diligently with an open-mind in all areas of our business. We strive for a culture and work style that fosters trust and transparency. We put our people first, We Care and that is how we will continue to succeed. Position summary The CKM Operations Specialist serves as the key account to drive CKM HVM end-to-end kits operations — from SAP order fulfillment to cross-functional department coordination — ensuring on-time tool PM execution and high customer satisfaction. Job Description Kits & Repair Management Create tracking reports to monitor the status of customer kits, repairs, RMAs, and service requests processing Develop and maintain kits schedules aligned with preventive maintenance (PM) cycles and service demand. Ensure accurate PM (preventive maintenance) activity reporting and data sharing with internal teams, external vendors, and customers. Order fulfillment Create and maintain accurate Sales Orders and Reports within SAP. Co-work with planner/ logistic team for kits-level discrepancies between physical and system inventory records. Cross-Functional Coordination Collaborate with business development and account teams to align on customer service level agreements for spares and execute processes accordingly. Act as the primary liaison among Field Service Engineers, Planners, Buyers, Forecasters, and Logistics to ensure smooth execution. Independently facilitate cross-regional meetings to ensure alignment on global operation goals. Customer Relationship Proactively escalate and follow up on customer requests via phone & email to ensure timely resolution. Cultivate a deep understanding of customer requirements and build strong customer relationships. Experience 6-10 years customer service within a high-tech environment is required or