Lead II, Service operations

The Service Operations Leader for the Samsung account is responsible for driving operational excellence across field service activities supporting ASM semiconductor equipment. This role acts as the primary operational focal point between customers, field service teams, business units, supply chain, and management to ensure effective service delivery, escalation management, resource readiness, and customer satisfaction.

The Service Operations Leader coordinates day-to-day service operations, manages service readiness, and supports strategic initiatives to improve uptime, operational efficiency, and customer experience.

•Lead service operations supporting Samsung sites.
•Act as the primary operational interface between Samsung, ASM Field Service, Business Units, Supply Chain, and supporting organizations.
•Coordinate and manage customer escalations, ensuring timely communication, action plans.
•Monitor service KPIs including tool uptime, response time, PM completion rate, backlog management, and customer satisfaction metrics.
•Develop and lead all kind of operational plans and operational risks.
•Ensure spare parts readiness, PM kit availability, and service logistics support to minimize operational impact.
•Support manpower planning, workforce readiness, and service coverage strategies for customer demand.
•Lead cross-functional task forces to resolve recurring operational issues and improve service performance.
•Drive continuous improvement programs focused on operational efficiency, productivity, cost reduction, and customer satisfaction.
•Provide regular operational reviews and executive-level updates to ASM leadership and customer stakeholders.

•Bachelor’s degree in engineering, Physics, Materials Science, Business Management, or a related field.
•15+ years of experience in equipment service, operations, manufacturing support, or related industries.
•Strong experience in customer-facing service operations roles.
•Experience managing customer escalations and critical operational issues.
•Demonstrated ability to coordinate cross-functional teams in a fast-paced environment.
•Strong analytical, communication, and problem-solving skills.
•Ability to travel up to 20% domestically and internationally.
•Bilingual in English and Korean.

•Experience supporting WW equipment company operations.
•Experience with WW equipment service organizations.
•Knowledge of service operations management, spare parts planning, PM program management, and customer support models.
•Experience driving operational improvement programs and KPI management.
•Familiarity with ASM equipment and service delivery processes.
•Experience supporting site ramp-up and manufacturing expansion activities.

We make the tech that enables the chips in devices which improve lives around the world. We do this with an eye to the future, pushing the boundaries of what’s possible through cutting-edge innovation, and driving the next wave of technological breakthroughs that shape how we live, work, and connect.

To learn more about ASM, find us at asm.com and on LinkedIn, Facebook, Instagram, X and YouTube.

ASM is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, religion, age, nationality, social or ethnic origin, sexual orientation, gender, gender identify or expression, marital status, pregnancy, political affiliation, disability, genetic information, veteran status, or any other characteristic protected by law.