Introduction to the job
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.
The Field Service Engineer has daily interaction with customer and interfaces often with specific senior engineers, line managers, internal stakeholders, and the external customer. You will be responsible for independent problem solving and executing the defined action plans for regular and irregular maintenance activities. In addition, you will run diagnostics and maintenance, whilst being reviewed on end results.
Role and responsibilities
- Perform administrative and coordination duties, including pass-downs, work orders, field service reports, system problem reports. Prepare written technical reports on an independent basis.
- Maintain and service HMI inspection and metrology equipment at customer site in clean room working up to 12 hours in a clean room Gore-Tex suit.
- Periodically install new equipment, perform upgrades on existing equipment and system relocations.
- Comfortable asking for help where needed and utilizing the escalation process-includes 2L Tech Support, applications, & 3L Global Support Center by providing clear technical communication & problem statement clarification.
- Advise customer on actions to correct system malfunctions.
- Interface daily with external customer: train in use and maintenance of equipment, answer questions and provide technical assistance.
- Interface with internal customers: junior/senior engineers(equipment and apps), and line managers.
- Provide inputs for improvement proposals based on post-mortems and drive to solution as much as possible. Contribute to work preparation thru creation of technical action plans with consultation (TS/Apps/GSC).
Education and experience
- Bachelor degree in an Engineering field or similar degree with equivalent years of experience
- 3+ years of working experience in field(semiconductor equipment)
- Experience in installation of metrology / inspection or other semi equipment, or customer support experience, is a plus.
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:
- 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
- The employee may occasionally lift and/or move up to 50 pounds in weight unaided.
- Work is conducted at a customer site and requires familiarization with customer rules and policies regarding worksite behavior and safety.
- Expect to spend more than 60% of the time inside the clean room working with electromechanical equipment.
- Will require domestic and international travel dependent on business needs and training requirements.
- Ability to work potential weekend (on-call duty, this position is non-shift position) or Shift work.
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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