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. Job's mission Ensure spare parts availability and operational excellence through effective demand planning and inventory optimization. Build strong customer partnerships and drive continuous improvement in service and business performance. What you will be working on •Serve as the primary point of contact and single point of accountability for assigned strategic customers regarding spare parts planning, inventory management, service fulfillment, and business performance. •Build and maintain strong customer relationships through regular face-to-face meetings, operational reviews, and business reviews; travel to customer sites as required. •Understand customer business plans, installed base, technology and product roadmaps, maintenance schedules, and changing demand requirements, and translate these inputs into actionable spare parts strategies. •Lead demand planning and forecasting for Install and Qualification, warranty, recommended spare parts, maintenance parts, and critical spare parts requirements. • Analyze historical consumption, equipment population, maintenance plans, non-conformance trends, and customer demand signals to improve forecast accuracy and proactively identify risks. •Manage customer consignment and billable spare parts inventory to ensure availability while reducing excess and obsolete inventory and improving inventory utilization, turns, and working capital. •Coordinate with Global Demand Planning, Buyers, Procurement, Supply Chain Planning, Logistics, Service Operations, Customer Service Representatives, and account teams to resolve supply constraints and support on-time delivery. •Lead customer communication and recovery actions for critical shortages, delivery risks, and escalations; technical issues remain owned by the account and technical support teams. •Own account-level KPI performance, reporting, and corrective actions, including customer satisfaction, forecast accuracy, inventory availability and utilization, service level/fill rate, on-time delivery, and spare parts revenue growth. •Prepare and present periodic customer and internal business performance reviews, including risks, improvement plans, decisions required, and follow-up actions. •Drive continuous improvement and digitalization across forecasting, inventory analytics, supply chain visibility, and end-to-end spare parts processes. •Other duties as assigned. What we are looking for • 8+ years of experience in strategic account management, customer operations, service parts, supply chain, demand planning, inventory management, or a related discipline. • Experience managing complex customer relationships and influencing cross-functional, regional, and global stakeholders without direct authority. • Demonstrated knowledge of spare parts forecasting, inventory optimization, order fulfillment, service levels, and supply chain risk management. • Experience in the semiconductor equipment or another complex, high-technology manufacturing or service environment is preferred. • Strong business acumen with the ability to connect customer requirements, operational performance, inventory investment, and revenue outcomes. • Structured and collaborative problem-solving skills, with strong analytical capability and attention to detail. • Ability to interpret operational data, identify trends and risks, and convert analysis into clear account strategies and corrective actions. • Experience working with SAP and planning or customer-management systems; proficiency in Microsoft Office, particularly Excel and PowerPoint. • Excellent communication, presentation, negotiation, and stakeholder-management skills, including p