The Customer Support Organization is responsible for the installation, qualification, upgrade, 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 qualification, repair, upgrades, and maintenance for the customers within the specific region.
As a Global Support Engineer, you will be responsible for 3rd Line hardware and software support for our HMI product line across the US and Europe. This team consists of 8 Global Support Engineers who partner and collaborate together to solve problems and provide quick solutions for many of our major customers.
Research, diagnose, troubleshoot and solve Hardware and Software issues.
Follow standard procedures to escalate unresolved Hardware and Software issues to designated internal stakeholders.
Prepare accurate and timely reports and ensure proper recording and closure of all issues.
Document tool issues, and develop the best-known-method(BKM) for troubleshooting cases. Share experiences to the team and contribute to the BKM system.
Support Research & Development projects to improve system performance.
Equipment installation based on manufacturing specification.
Transfer new product knowledge to Field Service Engineers (1L and 2L).
Supporting on-site introduction of new model machines and/or new platforms to our local customer service team and customer engineers.
Manage and support new upgrades or commercial options for new and existing HMI systems.
Bachelors degree in a technical field
Minimum 5 years’ relevant work experience.
Minimum 3 years experience diagnosing and troubleshooting HMI or similar capital equipment.
Minimum 2 years' experience with stakeholder management and partnering with cross functional teams.
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:
Can observe and respond to people and situations and interact with others encountered in the course of work.
Can learn and apply new information or skills.
Must be able to read and interpret data, information, and documents.
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.
Demonstrate open, clear, concise and professional communication.
Ability to establish and maintain cooperative working relationships with manager, co-workers and customer.
Travel may be required up to 50% dependent on business need (Veldhoven, Netherlands; Taiwan; Hillsboro, US).
International travel up to 6 weeks may be required for initial trainings on the equipment.
This role requires communication with global stakeholders and on call responsibilities.
Routinely required to sit; walk; talk; hear; use hands to keyboard, finger, handle, and feel; stoop, kneel, crouch, twist, reach, and stretch. Occasionally required to move around the campus.
Occasionally lift and/or move up to 20 pounds.
Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus
The current base annual salary range for this role is currently:
$103,125-154,688Pay scales are determined by role, level, location and alignment with market data. Individual pay is determined through interviews and an assessment of several factors that that are unique to each candidate, including but not limited to job-related skills, relevant education and experience, certifications, abilities of the candidate and pay relative to other team members.
The Company offers employees and their families, medical, dental, vision, and basic life insurance. Employees are able to participate in the Company’s 401k plan. Employees will also receive eight (8) hours of vacation leave every month and (13) paid holidays throughout the calendar year. For more information, please contact the Recruiter or click on this link Compensation & Benefits in the US.
All new ASML jobs have a minimum application deadline of 10 days.
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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ASML provides reasonable accommodations to applicants for ASML employment and ASML employees with disabilities. An accommodation is a change in work rules, facilities, or conditions which enable an individual with a disability to apply for a job, perform the essential functions of a job, and/or enjoy equal access to the benefits and privileges of employment. If you are in need of an accommodation to complete an application, participate in an interview, or otherwise participate in the employee pre-selection process, please send an email to USHR_Accommodation@asml.com to initiate the company’s reasonable accommodation process.
Please note: This email address is solely intended to provide a method for applicants to initiate ASML’s process to request accommodation(s). Any recruitment questions should be directed to the designated Talent Acquisition member for the position.