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 Generalist 2 analyzes and solves complex technical problems escalated from first line engineers including in-fab support. Identifies pre-existing workarounds and appropriate corrective action plan relative to primary competency.
Recognizes structural issues and escalates to stakeholders.
BS degree in relevant Technical Field (Electrical Technology, Mechatronics, Mechanical Engineering, etc.) or thorough experience, with comparable thinking and working level. Experience in semiconductor industry and escalation support/management required.
Has specialized knowledge of primary competency/subsystem and complete knowledge of product functionality.
Gather all information relevant for the problem, analyze using available means, gather additional diagnostic info if needed, identify pre-existing workarounds, decide on initial approach to solve problem, assess new information and adapt approach if necessary, working under limited supervision.
Advise on problem or problem aspects to others (FLS/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.
Advise first line support in dealing with complex problems, use tools, replace parts, improve settings, to execute repairs including supporting non-routine service actions, upgrades, and installs. Able to resolve unexpected disturbances and provide countermeasures for primary competency with limited supervision.
Provide input to stakeholders 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.
Advise and explain appropriate action plans to first line engineers to correct malfunctions, train routine maintenance of equipment, recommend changes in user procedures when needed.
Provide input for improvement proposals.
Maintain and broaden own knowledge (focused on problems of today), share best known methods within the work group (site/cluster).
Delivers technical knowledge and skills transfers on primary competency to first-line field engineers, peers and junior colleagues.
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 diversity and inclusion is a driving force in the success of our company.
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