Introduction to the job
Are you challenged by complex technical products and realizing improvement processes in a customer service environment? Are you able to analyze and understand failure modes of technical parts and determine possible root causes together with a team of technical experts? Do you have a quality mind-set? Do you like hands-on mechatronics troubleshooting?
If so, then a job as Customer Support Engineer within the ASML Business Line Mature Products & Services team may be right for you.
Role and responsibilities
The Customer Support Engineer is responsible for the maintenance, qualification, repair, and installation assistance of ASML systems at customer sites, as well as for the necessary transfer of knowledge to the customer.
Key responsibilities include:
- Evaluate and diagnose problems and make appropriate repairs, working closely with co‑workers, customers, and technical support to isolate and solve issues.
- Monitor, maintain, and optimize equipment on a daily basis to enhance functionality and prevent problems.
- Advise users on appropriate actions to correct malfunctions in a timely manner.
- Train customers in the use and routine maintenance of equipment and answer customer questions in a professional manner.
- Perform administrative and coordination duties, including procedure changes, pass‑downs, work orders, and field service, system problem, and monthly reports.
- Independently and accurately prepare written technical reports.
- Provide appropriate support and assistance to less experienced ASML personnel when required.
- Assist installation teams at customer locations, including new equipment installations, upgrades, and system relocations on multiple platforms.
Education and experience
- Bachelor’s degree in Mechatronics is preferred.
- Proven interest and/or experience in hands‑on technical work, either in a professional environment or during education.
- Strong customer focus and commitment to customer satisfaction.
- Experience working according to strict procedures within defined timelines.
- Demonstrated experience with computer applications, including data analysis tools, word processing, spreadsheet, and presentation software.
- Ability to complete assignments with attention to detail and a high degree of accuracy.
- Proven ability to perform effectively in a demanding environment with changing workloads.
- Ability to establish and maintain cooperative working relationships with both co‑workers and customers.
Skills
- Solid service, process, project, and change management skills
- Strong technical background with a drive toward solutions
- Strong problem analysis skills
- Excellent professional communication skills in English
- Pro‑active mindset with a strong drive for results
- Pragmatic approach and zero‑defect quality mindset
- Flexibility and ability to work in changing environments (no 9‑to‑5 mentality)
- Strong influencing skills, with the ability to motivate, steer, and convince others at all organizational levels
- Ability to act under high pressure
- Affinity with logistical processes
- Capability to learn on the job
Other information
This position is based in Migdal HaEmek, Israel. You will be part of the Business Line Mature Products & Services department, which is responsible for the entire installed base of scanners across different platforms. You will report into the Sector Customer Support organization.
The role requires working at customer premises to provide support and maintenance of ASML systems and may include shift work.
High-quality people are a key asset to ASML. We offer competitive compensation and benefits packages to attract and retain the best talent and enable our employees to share in the success they help build. Our rewards philosophy focuses on attracting and retaining professional knowledge and competencies through competitive local market packages.
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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