Context

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 and predictive diagnostics. Conducts diagnostics and troubleshooting independently within primary competency and under supervision cross-competencies.

Leads less routine service actions, executed by the engineers/operators. Has cross-competency knowledge and understands the interaction between competencies. Has a robust specialty (fully developed competency) and applies knowledge to others. Can influence others on technical subjects and educates more junior colleagues.

Requirements

BS degree in relevant Technical Field (Electrical Technology, Mechatronics, Mechanical Engineering, etc.) with substantial general work 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 mature knowledge of primary competency and specialized cross-competency knowledge of main/sub modules, product functionality.

Responsibilities

Problem analysis and approach

Gather all information relevant for the problem, analyze using available means, gather additional diagnostic info if needed, decide on approach to solve problem, assess new information and adapt approach independently if necessary.

Issues require thorough understanding of primary competency relation to elements of the SLA: availability/uptime, MTBI, throughput/productivity, and yield.

Problem handovers and routing

Advises on problem or problem aspects to 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.

Repairs

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 &, provide countermeasures and define the fundemantal improvements to increase efficiency and servicability relative to primary competency.

Procedures

Negotiate with customer on machine time window based on own risk assessment to execute procedure, plan procedure, arrange for all (possible) parts, tools, equipment and information / knowledge to be available at start of procedure, execute complex procedure, make necessary decisions / adaptations during procedure to realize optimal results, make necessary decisions / adaptations during procedure to realize optimal results.

Training / advice

Define and explain 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.

Process Optimization

Drive execution and implementation of improvements and is able to involve and persuade stakeholders.

Knowledge build-up and transfer

Brings continuous knowledge exchange (incl NPI) within the department and across teams.

Coaching

Teaches and educates first line engineers, peers and junior engineers. Ability to handle oversight and coaching on primary competency including sharing of 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.

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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