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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. The Field Service Engineer has daily interaction with customer and interfaces often with specific senior engineers/line managers of both internal and external customer. Handles most problems on their own and independently executes the defined action plans for regular and irregular maintenance activities. Working independently on diagnostics and maintenance, whilst being reviewed on end results.
Job Responsibility:
Drive system performances (availability, MTTR, Schedule down predictability) to target
Perform maintenance and repair actions within agreed boundaries
Build & Integrate the EXE5000 system
Execute integration test plans
Prepare service actions
Execute action plans within the committed time
Ensure continuity between the competencies to ensure issue ownership is landed and escalated appropriately
Maintain service order documentation up to date
Ensure aftercare is performed and adequate
Drive escalation of issues within the local office and utilizing non-local resources
Provide coaching to peers
Knowledge transfers to local site engineers and customer
Act as the technical expert in customer meets as required
Improve service mix and structural issue documentation including initiation, review and improvement rollout
Actively participate in improvement and/or standardization projects to increase overall site performances
Mature and industrialize the ecosystem to meet customer needs
Requirements:
BS engineering degree or equivalent experience
Engineers with greater than 2 years’ experience in a CS support department for high tech products
Engineers with at least 1 years of ASML micro-lithography system experience preferred
Must take ownership for solving issues and ensures escalations take place
Take proactive action for prevention or repeating error
Capable of resolving most issues without assistance & highly independent in a shift position
Ability to make decisions in the priority of problem solving
Work unsupervised and be responsible for projects, track equipment performance and prepare technical reports
Take initiative and ownership to increase skill and knowledge level in team
Document knowledge systematically and in an accessible way
Previous experience mentoring new hire engineers & helping integrate from a technical and procedural perspective
Clear and effective communication skills required
Proficient in MS Office (MS Word, Excel, PowerPoint)
Ability to thrive in a very dynamic and high pace environment
Multi-task team player with good ability to work under different working environment pressures
Open for cultural differences and able to work with a site of different cultures and WOW