Customer Quality Manager – Intel CT & US Region

Introduction

ASML brings together the most creative minds in science and technology to develop lithography machines that are key to producing faster, cheaper, more energy-efficient microchips. We design, develop, integrate, market and service these advanced machines, which enable our customers - the world’s leading chipmakers - to reduce the size and increase the functionality of their microchips, which in turn leads to smaller, more powerful consumer electronics. Our main headquarters are located in Veldhoven, the Netherlands, and we have 18 office locations around the United States including main offices in Chandler, Arizona, San Jose and San Diego, California, Wilton, Connecticut, and Hillsboro, Oregon.

The Customer Quality Manager (CQM) role for the Intel CT & US Region is part of the ASML Customer Support (CS) organization. The team supports all ASML US sites affiliated with Intel operations and the Intel sites world wide (WW) for customer quality engagement. The CQM team is one of the 4 pillars/teams of the CS Operations Quality US Region & Intel CT group:  

Customer Quality Management - [Intel Customer Team] 
The customer quality managers secure progress and communication of quality incidents (tactical) and quality programs (strategic). They are also responsible to share customer’s voice internal at local sites and towards upstream solution providers. 

Service Quality Engineering - [Regional] 
Support local operations to address quality hits captured in the daily disturbance review meetings.

Service Quality Excellence - [Regional] 
Drive quality programs; internal and ISO audit, Quality training, craftmanship, New Machine Quality, etc. 

Logistics Quality - [Regional] 
Focus on material return quality, inspections, stock purge, tool calibrations & certification.

Role and Responsibilities

The CQM role is a customer-facing position with the following primary mandates in both the tactical and strategic arenas: 

• Ensure that the priorities, pain points, and the emotions of the customer (collectively the “Voice of the Customer”) are actively and effectively communicated back through internal channels in a way that drives the necessary tactical and strategic actions to support overall customer satisfaction.

• Refine and bring clarity to the Voice of Customer (VOC), from the Customer Support (CS) perspective, for all internal stakeholders.

• Manage the workflow of Customer Quality Notifications through resolution (including CAPA implementation).

• Partner with key internal group and leverage the VOC to strategically drive and influence overall Quality culture, behaviors, processes, and pillar organizations (D&E, Factory, Supplier Management) within ASML.

The CQM will focus on quality deviations related to the products at the customer in Chandler, AZ. They will closely collaborates with the local quality engineers, the Service Excellence team and stakeholders in CS Central supporting the need to address quality concerns upstream. When needed, the CQM will connect directly with the Supplier & Procurement (S&P) team and ASML central teams to address required improvement upstream. 

Other responsibilities include:

• Customer Quality Notifications (CQN) .

• Work directly with local Quality Engineers and local Service Engineers to intake CQNs. 

• Work directly with Customer Quality Care (CQC) team to drive closure of CQNs through the 8D process and secure Level-of-Closure (LoC) 3.

• Run and contribute to programmatic and ad hoc customer-facing Quality meetings, report on aligned Quality KPI dashboards, examples: 

• Quarterly Quality Management Review.

• CQN status reviews on an established cadence, aligned with the customer.

• Report internally on Quality KPI in various local, central, and leadership forums.

• Collaborate with customer to drive quality improvement programs.

• Partner with CQC to land corrective and preventative actions within the correct quality focus pillars (D&E, Factory, Supplier Management) to achieve Corrective Action Preventative Action closure.

• Partner with Customer Focus Managers (CFMs) at CS Central to help set and drive priorities within the respective Business Line. 

• Participate in and support local CS operational/strategic meetings.

• Partner with customer, local, and central groups to define customer critical-to-quality metrics for internal and/or external facing stakeholders.

• Partner with Quality engineers and CS-US Service Quality Excellence progr