Introduction to the job
The Customer Support Organization is responsible for the maintenance of the ASML systems at customers site.
Technical Support Organization is responsible for providing higher level technical analysis and solution to customer. Provide support to internal and external customers by solving escalated problems and providing information to ensure the optimum machine performance criteria are met in the customer field.
This position requires access to controlled technology, as defined in the Export Administration Regulations (15 C.F.R. § 730, et seq.). Qualified candidates must be legally authorized to access such controlled technology prior to beginning work. Business demands may require ASML to proceed with candidates who are immediately eligible to access controlled technology.
Role and responsibilities
As a member of the EUV Tech Support team, the Tech Support Engineer (TSE) is responsible for providing technical expertise to the Fab Support team and Customer during machine issue escalations, complex repair execution, and sequence preparation. The TSE drives issue resolution and provides structural follow-up in order to improve ASML procedures and ways of working at local sites. The TSE is also responsible for monitoring machine health parameters in effort to prevent unscheduled downtime.
- Ensure all service actions are performed in a safe environment and drive towards a proactive culture of safety first.
- Efficiently solve machine issues by collaborating with local support teams, the customer, and global support groups.
- Provide flexible in-fab support as needed for new, specialized, or complex repair actions with first-time right attitude.
- Support the Fab and Planning team in complex service action sequence creation and review.
- Share knowledge and cross-train others in order to gain organizational flexibility and self-sufficiency.
- Perform data analysis and proactive monitoring to prevent unscheduled downs.
- Develop and implement best-known-methods to drive optimized shift-to-shift performance.
- Improve service mix and structural issue documentation including initiation, review, and improvement rollout.
- Understand and drive continuous improvement towards ASML’s performance and cost KPI targets.
- Present data-driven summaries to the customer, including problem statement, root cause, and solution with timeline.
- Provide timely feedback to customer questions in a clear, professional manner.
- Perform administrative and coordination duties, including shift/team pass down, service orders, system health and monthly reports on an independent basis.
- The holder of this position reports to the EUV Tech Support Group Lead and provides indirect and direct support to customers, and direct escalation and technical support to operations.
Education and experience
- Bachelor's degree or equivalent experience.
- 1-2+ years, technical knowledge of EUV and/or DUV scanner preferred.
- Familiarity with metrology and ILP concept, system qualification recovery, and OVL/focus analysis is preferred.
Skills
Working at the cutting edge of tech, you’ll always have new challenges and new problems to solve – and working together is the only way to do that. You won’t work in a silo. Instead, you’ll be part of a creative, dynamic work environment where you’ll collaborate with supportive colleagues. There is always space for creative and unique points of view. You’ll have the flexibility and trust to choose how best to tackle tasks and solve problems.
To thrive in this job, you’ll need the following skills:
- Can observe and respond to people and situations and interact with others encountered in the course of work.
- Can learn and apply new information or skills.
- Must be able to read and interpret data, information, and documents.
- Strong customer focus and commitment to customer satisfaction through prioritization, quality, efficiency and professionalism.
- Ability to complete assignments with attention to detail and high degree of accuracy.
- Proven ability to perform effectively in a demanding environment with changing workloads and deadlines.
- Result driven-demonstrate ownership and accountability.
- Identifies bottlenecks and drives improvements.
- Work independently or as part of a team and follow through on assignments with minimal supervision.
- Demonstrate open, clear, concise and professional communication.
- Ability to establish and maintain cooperative working relationships with manager, co-workers and customer.
- Work according to a strict set of procedures within the provided timelines.
Other information
- Working model is shift model, including nights, weekends and holidays. And flexibility support shift to satisfy operation needs.
- May require travel dependent on business needs.
This position requires access to controlled technology, as defined in the United States Export Administration Regulations (15 C.F.R. § 730, et seq.). Qualified candidates must be legally authorized to access such controlled technology prior to beginning work. Business demands may require ASML to proceed with candidates who are immediately eligible to access controlled technology.
Inclusion and diversity
ASML is an Equal Opportunity Employer that values and respects the importance of a diverse and inclusive workforce. It is the policy of the company to recruit, hire, train and promote persons in all job titles without regard to race, color, religion, sex, age, national origin, veteran status, disability, sexual orientation, or gender identity. We recognize that inclusion and diversity is a driving force in the success of our company.
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