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Are you a team player who wants to be the linking pin between problems seen at high tech customers and the solution in a multicultural environment? Then join us in our international team of technical experts. The goal is to remotely solve technical challenges, however due to complexity of our products an ASML Global Support Center (GSC) engineer often gets the opportunity to travel for problem solving at customer site (up to 30% of your time).
ASML produces high tech and high value products to semiconductor manufacturers. Downtime of these tools is very expensive for our customers. To minimize those costs ASML Customer Support (CS) organization is responsible to repair the systems as soon as possible. For this reason ASML ensures 24/7 support by covering 3x8 hours in 3 different continents. Each of the incidents seen at customer site are analyzed and documented to prevent similar incidents in the future.
A role as Global Support Center (GSC) Engineer in the ASML Customer Support department consists of a diversity of tasks and responsibilities. These tasks and responsibilities are varying with the phase of system maturity which makes the job challenging:
During the NPI phase be assigned to the project in order to gain the required skills and knowledge to independently support field escalations. Be in charge of your own training plan and indicate what is required. Transfer and share gained skills and knowledge within WW GSC in order to establish and maintain equal Continental GSC Continental support teams. Travel onsite during introduction phase support by delivering knowledge/escalation handling to local organization.
Technical problem solving within competency
Solving complex technical problems by remote analyzing data and creating deterministic forward
looking action plans is key for a GSC Engineer. It is important to have good alignment on expectations with the local team and your other GSC colleagues worldwide within this problem solving process.
Involving additional help from development engineers helps to drive fast incident resolution. On-site support is often required to solve the problem at the customer. Another important task of a GSC engineer is to manage the (technical) escalation, secure that the right data is available and provide routine updates to management and stakeholders. Next to solving a technical problem a GSC engineer is responsible to start the process to prevent the issue of happening again in future. Collaboration with the departments as CS Service Engineering is necessary to establish that goal.
Sharing knowledge and expertise amongst colleagues within the GSC and with local engineers increases the efficiency of our customer service. You need to mentor trainees and deliver feedback on potential improvements. In addition identify learning by use of Incident Repeat Prevention process and make sure that proper follow-up is secured. On-site supports are always accompanied with knowledge transfers to local organization. Integrating background information in action plans is a perfect way to increase the knowledge level of the local engineers.
Master or Bachelor Degree in technical science (Physics, Mechatronics, Electronics, Chemistry, Process technology, Aerospace Engineering) or equivalent experience.
Knowledge of ASML equipment on a specialized technical level is an advantage.
Context of the position
The Customer Support Organization is responsible for the installation, qualification, repair and maintenance of the ASML systems at our customers' sites and is responsible for the necessary transfer of know-how to the customer. Local Customer Support branches (Field Support) perform these tasks at the customers within their specific region. The Global Support Center is responsible for providing technical support to the local CS branches in order to maximize ASML tool performance. The holder of this position reports to the Group Leader Global Support Center Europe.