Technical Support Engineer - EUV

Introduction to the Job

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 Technical Support Engineer (TSE) has a leading role in the team and interacts with the customer on diverse levels. They are involved in customer account team and/or site management. Along with solving almost all problems on his/her own, the TSE is responsible for routine troubleshooting and preventive actions based on pre-defined procedures and knowledge. They will define action plan on specific maintenance activities such as multiple days upgrades and trouble shooting and have a good understanding of standard escalation protocol including 2nd and 3rd line. The TSE will work highly independently on diagnostics and maintenance, whilst being reviewed on end results.

Roles and Responsibilities

You’ll report to the Senior Team Lead, but you’ll also be part of the larger Customer Solutions & Support sector – where the in-fab installation and optimization of ASML products happens.

• Problem analysis and approach - Gather all information relevant for the problem, analyze using available means, gather additional diagnostic info if needed, decide on initial approach to solve problem, assess new information and adapt approach independently if necessary.

• Problem handovers and routing - Handover problem or problem aspects to others (2nd / 3rd line support), document and package all data relevant for problem resolution (e.g. pass-downs, work orders, field service reports, system problem reports, technical reports), ensure problem ownership is clear.

• Repairs - Advise customer technical personnel in dealing with problems, together with customer technical staff and using manuals and guidance from 2nd and 3rd line support, use tools, replace parts, improve settings, to execute repairs.

• Procedures - Arrange with customer machine time window to execute procedure, plan procedure, arrange for all (possible) parts, tools, equipment and information / knowledge to be available at start of procedure, execute procedure, make necessary decisions / adaptations during procedure to realize optimal results.

• Training / advice - Define and explain appropriate actions to users to correct malfunctions, train customers in use and non-routine maintenance of equipment, recommend changes in user procedures when needed.

• Process Optimization - Provide input for improvement proposals.

• Knowledge build-up and transfer - Teach others on ASML products, new and installed tools, manuals, ways of working etc., maintain and broaden own knowledge.

• Coaching - Provide appropriate support and assistance to less experienced engineers and knowledge transfer.

Education and experience

• Bachelor's degree in relevant Technical Field (Electrical Technology, Mechatronics, Mechanical Engineering, etc.) or equivalent combination of education, skills and experience.

• 4+ years of experience in semiconductor industry is preferred

• Specialized knowledge in the area of pneumatics, hydraulics or electronics, and semiconductor processes, and relevant software is preferred

• 4+ years of experience in using computer applications, including data analysis tools, word processing, spreadsheet, and presentation software is preferred

• Proven record and ability to perform in a fast paced and ambiguous environment while always maintaining focus on customer goals and relationships.

• Requires cross-competencies knowledge.

Skills 

To thrive in this job, you’ll need the following skills:  

• 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; demonstrate open, clear, concise and professional communication. 

• Strong customer focus and commitment to customer satisfaction through prioritization, quality, efficiency and professionalism. 

• Ability to complete assignments with attention to detail / high degree of accuracy and can work according to a strict set of procedures within the provided