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Hiroshima, Japan, Japan
Onsite
The sector of Customer Support (CS) in HMI is responsible for the maintenance, repair and continuous improvement of HMI systems at customer locations, as well as transferring.
This position is suitable for people who want to work as filed support engineer with using Japanese / English.
1. 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.
2. 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.
3. Repairs
Advise customer technical personnel in dealing with problems, together with customer technical staff and using manuals and guidance from 2nd and 3rd line support, use tools, replace parts, improve settings, to execute repairs.
4. Procedures
Arrange 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.
5. Training / advice
Explain appropriate actions to users to correct malfunctions, train customers in use and routine maintenance of equipment, recommend changes in user procedures when needed.
6. Installation
Install equipment at customers locations, including equipment with new features, unload components, inspect for damage, assemble, align and test.
7. Knowledge build-up and transfer
Teach others on ASML products, new and installed, tools, manuals, ways of working etc., maintain and broaden own knowledge.
8. Coaching
Provide appropriate support and assistance to less experienced ASML or local personnel as necessary.
9. Continuous improvement
Signal possible improvements in manuals / procedures and ways of working, analyze applicability, accuracy and adherence to design specifications, recommend design changes or substitution of materials when appropriate.
10. Coordination and customer interaction
Plan and coordinate the activities of employees in the team, including client personnel, deal with customer on multiple levels in all situations.
11. Scheduled service activities
Execute regular maintenance and implement upgrades and FCO’s.
Native level Japanese skill is required along with business-level English
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 1 executes regular basic, pre-defined maintenance and diagnostic activities under supervision.
Requires a BS degree in relevant Technical Field (Electrical Technology, Mechatronics, Mechanical Engineering, etc.) or equivalent experience.
Native level Japanese skill is required along with business-level English
Gather all information relevant for the problem, analyze using defined means, gather additional diagnostic info if needed, execute initial approach to solve problem determined by senior engineers and with close guidance from others.
Handover problem or problem aspects to others (experienced 1st line), document all data relevant for problem (e.g. pass-downs, work orders, field service reports, system problem reports, technical reports).
Use tools, replace parts, improve settings, to execute repairs per the guidance provided by experienced team members.
Based on arranged customer machine time window to arrange for all (possible) parts, tools, equipment and information / knowledge to be available at start of procedure, execute procedure under the guidance from experienced team members.
Explain appropriate actions to users to correct malfunctions, routine maintenance of equipment, recommend changes in user procedures when needed.
Shares own findings and WoW with rest of the team.
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.
EOE AA M/F/Veteran/Disability
Need to know more about applying for a job at ASML? Read our frequently asked questions.
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.
Need to know more about applying for a job at ASML? Read our frequently asked questions.