Introduction to the job:
- Our department within Customer Support covers worldwide functional support (24x5hr) for all off-system applications (Infrastructure, Machine Data, Diagnostics, and Field Operation applications such as Coach, LMOS, MFT, SQR, TPMS, BRES, EPS, PMA, SDT, and etc.) and contributes to current and future application design.
- These applications are used by the Customer Support (CS) work force while performing their job in serving our customer’s needs.
- Our mission is to facilitate and improve the productivity of the users of these applications and capabilities in order to meet ASML’s obligations.
- We offer CS users functional support, process escalations and will drive issues to closure, freeing the CS engineer to perform the invaluable task of solving our customer’s issues.
Responsibilities:
- As an CS Capability Expert you are the point of contact for the ASML Customer Support organization and application user community when the knowledge base and key users cannot support them, acting as a 3rd line support of off-system applications.
- Your role is a mix of Run the Business (RtB) - by solving escalations within your expert area and being a single point of contact for one or more local sites - and Change the Business (CtB), by bringing real life examples, field requirements, and input into the design of new applications.
- For this position, you will be the machine data expert to support world wide machine data authorization admin work as well as troubleshooting the machine data issues.
- Your main responsibilities are to ensure that issues are picked up and handled to the satisfaction of our end-users and within given SLA’s, to maintain frequent communication with the local sites assigned to you, to participate in user acceptance tests and to participate in projects as expert for your domain, including the support of deployments.
- To successfully do so you build and maintain strong relationships with the local sites and users as well with the development teams.
- You also maintain documentation like knowledge bases and internal procedures and train key users.
- You are involve in non-PGP projects and responsible to drive the progress and coordinate internal and external customer to ensure the delivery on time.
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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