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Global Service Center Engineer - Customer Support, ILP
ASML US, LLC | |||||||||||||||
United States, California, San Diego | |||||||||||||||
17075 Thornmint Ct (Show on map) | |||||||||||||||
November 16, 2022 | |||||||||||||||
Global Service Center Engineer - Customer Support, ILP
Job Mission
ASML Customer Service Organization handles several thousand technical issues per month. The Global Support Center provides technical support for the approximately 5% of issues that cannot be handled independently by the local service organization. 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 CS 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 US
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 This position may require access to controlled technology, as defined in the 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 the Company to proceed with candidates who are immediately eligible to access controlled technology. Job Description 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 New Product Introduction (NPI) phase you are assigned to the project in order to gain the required skills and knowledge to independently support field escalations. You will travel onsite during introduction phase support by delivering knowledge/escalation handling to the local organization.
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. On-site support is often required to solve the problem at the customer.
Education
Experience
Personal skills High sense of customer focus High level of personal ownership, initiative and drive Flexible mindset: working hours, travel and work environments. Excellent communication skills (English, both oral and written). Cultural awareness and the ability to work with different cultures. Strong analytical and conceptual skills Able to analyze working methods (processes), define and drive improvements. Independent Team worker, good social skills, customer-oriented; Able to plan and set priorities Context of the position 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. Occasionally lift and/or move up to 20 pounds. 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. Work independently or as part of a team and follow through on assignments with minimal supervision. Demonstrate open, clear, concise and professional communication. Ability to establish and maintain cooperative working relationships with manager, co-workers and customer. Work according to a strict set of procedures within the provided timelines. Other information EOE AA M/F/Veteran/Disability |