ASML · Berlin
Customer Supportposted 4w ago
The Customer Support (CS) organization is responsible for the installations, qualification, repair and maintenance of the ASML systems at customer sites and is responsible for the necessary transfer of know-how to the customer. Local site Customer Support branches perform these tasks for the customer within the specific region.
Anticipates, analyzes and solves complex technical problems escalated from first line support or the customer including in-fab support as needed. Also responsible for building the problem-solving capacity, developing capabilities for new product launches, and predictive diagnostics. Conducts diagnostics and troubleshooting cross-competencies independently.
Provides input for new products. Works with other engineers in the field launching new products. Develops competencies before a new product is launched (KD11) to bring it up to the desired level.
Takes a leading role in resolving 'unsolvable' problems with machines. Has more in-depth knowledge of competencies or develops broader competencies. Provides training and plays a role in releases while actively optimizing processes. Acts as a mentor to colleagues JG5/JG6/JG7. Supports the development of training material. Drives and develops training plans for new engineers.
Is able to theorize based on fully mastering own competencies.
MS degree in relevant Technical Field (Electrical Technology, Mechatronics, Mechanical Engineering, etc.) with thorough experience, or comparable thinking and working level. Experience in semiconductor industry required.
Specialized knowledge in the area of pneumatics, hydraulics or electronics, and semiconductor processes, and relevant software.
Experience in using computer applications, including data analysis tools, word processing, spreadsheet, and presentation software. Has expert knowledge of primary competency and advanced cross-competency knowledge of main/sub modules, product functionality.
Experienced and proven track record in strong stakeholder management, and high influence in multidisciplinary environment. Requires deep and specialized knowledge in primary competency.
Gather all information relevant for the problem, analyze using available means, gather additional diagnostic info if needed, decide on initial approach to solve complex and multi module related problems within primary competency, assess new information and adapt approach, establish it as new process if necessary.
Advises on strategies for UnScheduled Down (USD) & Scheduled Down (SD) within competency to influence the SLA: availability/uptime, MTBI, throughput/productivity and yield.
Drives problem or problem aspects with others (GSC/D&E) including proposals for containments/solutions, document and package all data relevant for problem resolution (e.g. pass-downs, work orders, field service reports, system problem reports, technical reports), ensure problem ownership is clear and is responsible for follow-up.
Advise customer technical personnel and 1st line support in dealing with complex problems, use tools, replace parts, improve settings, to execute repairs including leading non-routine service actions. Able to independantly resolve unexpected disturbances and provide countermeasures and define the fundemantal improvements to increase efficiency and servicability relative to multiple competencies.
Negotiate with customer on machine time window based on own risk assessment to develop procedure (if none exists), execute procedure, plan procedure, arrange for all (possible) parts, tools, equipment and information / knowledge to be available at start of procedure, execute procedure, make necessary decisions / adaptations during procedure to realize optimal results.
Persuade appropriate actions to first line engineers and customer to correct malfunctions, train first line engineers and customers in routine and non-routine maintenance of equipment, recommend changes in user procedures when needed, based on the functional theory, design rules and know-how. Capable to (co)develop internal training syllabus.
Initiate new processes, checks and revises the existing procedures using expertise. Takes charge of ‘technically correct or infallible cure’ to machine problems by exercising ‘beyond-procedure’ creativity if needed.
Provide structural and strategic solutions towards issues or problems during process execution to optimize at a regional level.
Establishes good ways of working for efficient knowledge exchange across geographical scope.
Teaches and educates engineers, reviews and helps them making progress including advising on performance capabilities of junior engineers. Ability to handle oversight and coaching on multiple competencies and advise others on diagnostic best known methods.
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.
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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