Technical Support Engineer, Cymer 2nd-line

Technical Support Engineer

Position Summary

Technical Support Engineer’s role is

• Provide technical support to field engineers, local technical support engineers, integrator site operations engineers and customers including diagnosis, troubleshooting, and repair support by communicating issues associated with complex laser-based systems.
• Support cross functional escalation and actively engage to resolve issues within local and different countries.
• Monitor field lasers regularly and suggest best actions to solve problems and update GDS when observing new failure mode
• May also be required, as part of new product technical support, training, and preparation by supporting customer installation launch teams, customer focused projects

Job Description

• May also be required, as part of new product technical support, training and preparation by supporting customer installation launch teams, customer focused projects
• Uses established escalation and service management processes to provide timely responses to field situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment.
• Identifies issues emanating from integrator and service operations that require engineering change. Utilizes established change management & field change processes to follow-through with appropriate documentation and implementation for regional service & support organization(s).
• Monitor field lasers regularly and suggest the best actions to solve problems and update GDS when new failure.
• Reports design, reliability, and maintenance problems or bugs to design engineering/software engineering and assists in problem communication and solution implementation to integrator operations/regional support personnel.
• Provides support to customers/users where the product is highly technical or sophisticated in nature.
• Provide support and adhere to corporate processes associated with new product introduction, released products, quality, technical service reporting, field service communications, etc.
• Provide local training to deliver differences of system with new system introduction and participate in system design for field service.
• Lead new product launch to field when new product and provide observation with technical analysis.
• Constitute a self-directed project and secure resources from HQ and local to drive and complete project when necessary.
• Be a member of projects which constituted by HQ/Local and play the necessary role for projects.
• Travelling cross-sites / abroad to support escalation when onsite support is required.
• Performs other duties as assigned.
• The employee is required to work in a cleanroom environment when need arises (trouble shooting, tool performance monitoring, beta test support, on job training, etc.) with full gowning (full body coveralls, hood, CR safety shoes, face mask, nitrile gloves, safety glasses and proper PPE(personal protective equipment). Working under ISO 9000/14000 standards)

Education and Experience

• At least 5 years’ relevant (semiconductor related) working experience with bachelor’s degree or above in engineering-related field.
• Laser, Inspection system or Metrology system experience and knowledge is preferred.
• Experience in DUV optical imaging systems support in a clean room environment is highly preferred.
• Applied technical support/field service experience in semiconductor lithography/semiconductor fab environment is highly desired.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
• Ability to interpret complex situations as required to develop appropriate actions.

Personal Skills

• Can observe and respond to people and situations and interact with others encountered in the course of work.
• Learning agility to learn new systems and provide feedback for better system use and better serviceability.
• Fluent speaking and writing skills in both local language and English.
• Communicates clearly and concisely with stakeholders.
• Logical/ Analytical thinking/ Data analysis abilities.
• Capable of dealing with a broad range of technical subjects.
• Good at multi-tasking and hands on skills.
• Proactive, fast-learner and strong ownership for solving issues.
• A good knowledge of MS word, Excel and PowerPoint
• Tool skills for Excel, LabView, MS Project, Oracle, Agile, Business Objects, Spotfire, SQL , MATLAB is preferred
• Excellent customer service skills with an advanced understanding of customer relationship building.
• Good Ability to collaborate with other departments to operate projects.
• Strong customer focus and commitment to customer satisfaction through prioritization, quality, efficiency and professionalism
• Work independently or as part of a team and follow through on assignments with minimal supervision.

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.
• May require travel (specify domestic and/or international) dependent on business needs – specify percentage of travel.
• Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• 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 managers, co-workers and customer.
• Work according to a strict set of procedures within the provided timelines.
• Operating/working around overhead cranes, fork trucks and motorized pallet movers.
• Working around lasers; working with ladders; working on platforms; and working around chemicals.
• The employee is occasionally required to move around the campus.
• The employee may occasionally lift and/or move up to 20 pounds.
• Can work under deadlines.
• The environment generally is moderate in temperature and noise level.
• Can observe and respond to people and situations and interact with others encountered in the course of work.

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.

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.

Need to know more about applying for a job at ASML? Read our frequently asked questions.