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Customer Support - Strategic Business Planner

Job in Veldhoven, the Netherlands
Posted

Degree level

Master

Job function

Customer service

Required language

English (Fluent)

Work experience

3 to 5 years

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Introduction

To ASML’s clients, ASML Customer Support (CS) is the face of ASML. ASML Customer Support consists of approximately 5.500 employees worldwide and is responsible for the full support of ASML’s clients, ranging from the installation of the machines to their maintenance. In addition, ASML Customer Support draws up the budgets for all of ASML’s international customer support activities. You will play a crucial part in this process!

You will draw up the right budgets, based on the resources required for the support activities carried out for and at ASML’s clients. In so doing, you will take into account costs, quality and efficiency. In addition, you will engage in data-driven optimization of the planning process: how can ASML plan its enormously complex customer support organization even more efficiently? Among other things, you will look at the process of collecting information about the operations of ASML’s CS employees in order to gain a good understanding of what actually happens on the shop floor. Furthermore, occasionally you will carry out studies at our clients’ premises or roll out new solutions for ASML staff working in the field.

In order to convince ASML that your suggestions for improvement are worthwhile, you will have to present fact-based arguments. An tremendous amount of data is generated in the CS organization, and that we communicate effectively and directly about this data. Therefore, it is vital that you feel comfortable in a data-driven environment!

Job Mission

The strategic business planner provides insight to key decision makers through objective analysis of the needs and the performance of the organization. By doing so you will drive the efficiency and continuous improvement of the organization.

Job Description

The core responsibility of the CS business planning engineer to maintain a full understanding of the CS organization and to drive improvements for more efficiency. This means more specifically understand how the actual organization is today in terms of FTE, roles, organizational structure, customer contracts, locations and efficiency of work, but also how the organization will develop towards the future. Based on this understanding you will be able to create insights that will enable right decision making for senior management. Through alignment with various internal stakeholders (Operations, CS management, Finance, Service engineering, Cost program, Field, etc.) you will ensure agreement and transparency with respect to business decisions and to steer CS’s strategy.

Since you work with stakeholders from various departments, you will get an overview of the complete CS scope (e.g. Install, Upgrades and Maintenance). This enables you to get a broad understanding of the ASML organization, its dynamics and our customers.

Education

Master degree in Industrial Engineering, Business Administration (MBA) or a Technical direction.

Experience

  • At least 3 years of experience in a similar role;
  • Work experience within a large corporate organization;
  • Proven experience with strategic business management and data analytics;
  • Affinity with high tech technology.

Personal skills

  • Communicative and able to interact with stakeholders on various levels and cultures;
  • Able to deal with uncertainty and complexities in the organization;
  • Flexible and pragmatic mindset;
  • Analytically strong;
  • Willingness to travel occasionally (10%).

Context of the position

You will be part of the CS Business Planning & Data Analytics team.

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About ASML
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BE PART OF PROGRESS
We make machines that make chips; the hearts of the devices that keep us informed, entertained and safe. Our key technology is the lithography system, which brings together high-tech hardware and advanced software to control the chip manufacturing process. All of the world’s top chipmakers like Samsung, Intel and TSMC use our technology, enabling the waves of innovation that help tackle the world’s toughest challenges.

Engineering
Veldhoven
20,000 employees

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