Context
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.
Anticipates, analyzes and solves complex technical problems escalated from first line support or the customer including in-fab support as needed. Conducts diagnostics and troubleshooting with a higher degree of independency and under limited supervision within primary competency.
Has more specialized knowledge of one competency or broader knowledge of multiple competencies. Has knowledge of and experience with the different components of the machine. Focuses on acquiring more knowledge.
Requirements
BS degree in relevant Technical Field (Electrical Technology, Mechatronics, Mechanical Engineering, etc.) with thorough experience, or comparable thinking and working level. Experience in semiconductor industry required.
Specialized knowledge in the area of pneumatics, hydraulics or electronics, and semiconductor processes, and relevant software.
Experience in using computer applications, including data analysis tools, word processing, spreadsheet, and presentation software.
Has specialized knowledge of competency/subsystem, product functionality.
Responsibilities
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 under limited supervision.
Issues require basic understanding of primary competency relation to elements of the Service Level Agreement (SLA) including availability/uptime, MTBI, throughput/productivity, and yield.
Problem handovers and routing
Handover problem or problem aspects to others (Sr. TSEs or 3rd line support), document, package and deliver all data relevant for problem resolution (e.g. pass-downs, work orders, field service reports, system problem reports, technical reports).
Repairs
Advise customer technical personnel and 1st line support in dealing with complex problems, use tools, replace parts, improve settings, to execute repairs including supporting non-routine service actions. Able to resolve unexpected disturbances and provide countermeasures for primary competency with high degree of independence.
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 complex procedure, make necessary decisions / adaptations during procedure and to realize optimal results.
Training / advice
Define and explain appropriate actions to first line engineers to correct malfunctions, train customers in routine and non-routine maintenance of equipment, recommend changes in user procedures when needed.
Process Optimization
Provide input for improvement proposals.
Knowledge build-up and transfer
Maintain and broaden own knowledge (incl NPI), shares best known methods within the work group (site/cluster).
Coaching
Delivers advanced technical knowledge and skills transfers on primary competency to first-line field engineers, peers and junior TSE colleagues.
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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