Customer Quality Manager HMI/APPS – Intel CT & US Region

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 also have 18 office locations around the United States- including main offices in Hillsboro, OR, Wilton, CT, Chandler, AZ, San Jose, CA and San Diego, CA.

Job Mission/Description

The CS Quality and Excellence for the Intel CT & US Region is part of the Customer Support organization. The team support all local US sites operationally and the Intel sites WW for customer quality engagement. The Quality & Excellence team is responsible to define and drive the quality improvement roadmap for the US region and in alignment with Intel. The team consists of 4 main pillars to enable driving Quality as an operations:

Customer Quality - [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

The CS&S Customer Quality Manager (CQM) HMI/APPS is part of the Customer Quality team. The role of CQM focuses on two levels:

• Tactical: Support customer in follow-up of high impact quality hits. Internally guide/push a follow-up according to the 8D process to secure a structural resolution of the incident. The high impact quality hits are typically captured in an official Customer Quality Complaint (CQN)

• Strategic: Align with customer and service quality excellence team on quality programs to address systematically the common root causes of quality hits (i.e. packaging of material leading to DOAs)

The CQM HMI/APPS primarily focus on quality hits related to products of the BL APPS: HMI, Yieldstar and non-equipment related products. The CQM 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 to address required improvement upstream.

Duties and Responsibilities:

• Interface with Intel & US customers on quality issues related to HMI/APPS products

Setup and maintain customer quality dashboard:

• Align with customer on Customer Quality Indicators (CQI’s)

• Secure buy-in from ASML Headquarters in case required

• Drive CQI performance to agreed targets

Manage customer complaints:

• Local intake & filtering for customer quality complaints

• Manage proper follow-up through QE CF Customer Quality Care team

• Manage timely closure of complaint with customer

• Collaborate with local CS team on part quality matters

Support customer audits:

• Align with customer on audit agenda

• Work with QE Audit team on follow-up

• Drive quality improvements

  • Intake, filtering, follow-up managing, and feedback communication for Failure Analysis Requests (CQN)

  • Review of ‘Dead-on-Arrival’ spare parts with local quality engineers and CS operational team, drive follow-up

  • Identify and drive follow-up of major quality escalation

Assess and improve Quality processes upstream:

• Assist Customer Quality management by proposing process improvements and participate in deployment of new and improved processes

• Assist Customer Quality management by initiating, driving and tracking of improvements on the execution of crucial processes

• Drive and track follow-up of actions resulting from audit findings

Educational and Experience

• Bachelor/Master’s degree with extensive years of relevant experience

• Experience in the semiconductor business

• Experience in Professional Field Service Operations