Job Description:
- The Customer Support (CS) organization is responsible for the installations, qualification, repair and upgrade 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.
- Works from instructions and handles exceptions within these instructions, needs to make careful choices from learned options in comparable situations. Checks with senior engineer in prioritization and planning. Works under limited supervision of progress and results of followed procedures.
- Participate in existing feedback loop processes and identify some learning opportunities. Contribute to existing continuous improvement activities.
Job Content:
- Receive, check and validate materials, tools and parts. Preparation and staging for scheduled activities and re-packaging after execution by following packing procedure.
- Perform predefined actions & work assignments by existing procedures.
- Perform System Qualification Test (SQ) by following standard procedure and follow leading engineer’s guidance for troubleshooting support.
- Perform System Acceptance Test (SAT) by following standard procedure and follow leading engineer’s guidance for troubleshooting support.
- Associate leading engineer during Machine Adjustment & Qualification (MAQ) by predefined actions and following leading engineer’s instructions.
- Associate leading engineer during Mechanical Integration (MI) by predefined actions and following leading engineer’s instructions.
- Administration support in daily operation and progress update
- Machine progress pass-down, works order follow up, clear problem description delivering
- Support administration (laptop preparation and delivery/return, documents handshake in between office and fab, badging, local repair action and so on)
- Follow instructions for Perfect Material Returns (PMR)
- Work in cleanroom and follow customer strict safety & PIP regulator.
Job Responsibilities:
- Provie high quality service
- Performs all standard assembly work, repairs and upgrade by following procedure corrective and deliver good quality service to customer.
- Provide recovery support for recovery in UIR activities, monitor progress and follows recovery sequence adhering to documented procedures.
- Has basic level of knowledge on working sequence, content and the latest known issues related to recovery procedure.
- Support and follow Senior’s guidance to perform 4-eyes check.
- Starts applying basic troubleshooting skills like power-cycles and resets.
- Disciplined on ASML work instruction and follow operation way of working.
- Knowledge build-up and transfer
- Keep up knowledge of relevant processes and procedures within ASML.
- Review relevant CBT's and process information.
- Focus on knowledge build up and applying best known methods from colleagues.
- Actively ask questions and seek guidance from senior engineers to accelerate issue resolving.
- Materials/Products Management
- Identify damaged or missing materials and report through proper channels.
- ASML IP sanity check and security (locking, sealing, storage for laptops/fabtops/tool laptops in the cleanroom)
- Process Optimization & Continuous improvement
- Provide information and clarification on existing procedures, processes and WoW's.
- Engages in process changes and provide constructive feedback.
- Signal gaps and improvement opportunities and reports it to the relevant stakeholders.
- Problem Handover & Documentation
- Handover problem or problem aspects to others (Leading or Technical specialist), document and package all data relevant for problem resolution (e.g. pass-downs, work orders, technical reports).
- Ensure high quality submission of material notification, eye-witness reports and other feedback documentation.
- Ensure smooth handover to the leading engineer (always) and technical specialist when escalation is required or action is accomplished
- Customer Communication
- Provide verbal updates to customer on system progress and actions done. Act as ASML ambassador at all times.
Personal Skills:
- Open for cultural differences.
- Motivated, pro-active, self-driven and flexible.
- Multitasker with the ability to work in different and difficult working environment.
- Good team player who is committed to the success of ASML.
- Able communication by verbal and written, in English.
Other Information:
- Flexibility to travel to support where the business demanding.
- Shift work (including night shift) or weekend support may be required depending on project scheduling.
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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