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.
Executes system Upgrade & Installations and Relocations and provides technical support for other CS activities when needed. Deals with most situations on his/her own and is capable to independently define and execute the required action plans and activities. Work is reviewed on end results.

Requirements

Requires flexibilty and openess to accommodate various work settings, locations and interactions/collaborations with different colleagues.
Senior UIR Engineer with thorough work experience. Requires a BSc degree in relevant Technical Field (Electrical Technology, Mechatronics, Mechanical Engineering, etc.) or equivalent experience.
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.
Proven record and ability to perform in a fast paced and ambiguous environment while always maintaining focus on customer goals and relationships.

Responsibilities

Problem analysis and approach

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

Problem handovers and routing

Handover problem or problem aspects to others (2nd / 3rd line support), 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, ensure follow-up.

Installation

Install equipment at customers locations, including equipment with new features, unload components, inspect for damage, assemble, align and test.
Analyze applicability, accuracy and adherence to design specifications.

Upgrade

Execute hardware installation and perform system setup/recovery for upgrade packages as well as support locally owned field swaps by working according to an up-to-date plan and following the sequence.
Pro-actively look at proposed upgrade scenario and identify missing items and potential bottlenecks.

Procedures

Negotiate with customer machine time window to 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.

Process Optimization

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

Training / advice

Explain appropriate actions to users to correct malfunctions, train customers in use and non-routine maintenance of equipment, recommend changes in user procedures when needed.

Knowledge build-up and transfer

Entertain continuous knowledge exchange within the department and across different teams.

Coaching

Teaches and educates junior engineers, reviews and helps them making progress. Ability to handle oversight and coaching on multiple systems/products

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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