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, including documentation under limited supervision within primary competency.
Entry level, acts as second line technical support based on general knowledge of the systems.
Requirements
BS degree in relevant Technical Field (Electrical Technology, Mechatronics, Mechanical Engineering, etc.) with experience or comparable working and thinking level. Experience in semiconductor industry preferred.
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 complete knowledge on product functionality of the main modules and complete knowledge of primary competency/subsystem.
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 and execute, in consultation with others.
Problem handovers and routing
Handover problem or problem aspects to others (Sr. TSEs or 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).
Repairs
Advise customer technical personnel and 1st line support in dealing with complex problems, use tools, replace parts, improve settings, to execute repairs. Able to resolve unexpected disturbances and provide countermeasures for primary competency with limited supervision.
Procedures
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 complex procedures.
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Training / advice
Explain appropriate actions to first line engineers and customer to correct malfunctions, train first line engineers and customers in routine and non-routine maintenance of equipment, recommend changes in user procedures when needed.
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Process Optimization
Signal gaps and improvement opportunities and reports it to the relevant stakeholders
Knowledge build-up and transfer
Maintain and broaden own knowledge, shares best known methods within their work group (site/cluster).
Coaching
Delivers basic technical knowledge and skills transfers to first line field engineers.
Diversity and inclusion
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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