Mature Products Service Engineer

Introduction 

ASML US 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 headquarters are 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.

Role and responsibilities 

• The Customer Support Organization is responsible for the installation, qualification, repair and maintenance of the ASML systems at the customer site and is responsible for the necessary transfer of know-how to the customer. 

• The Customer Support Engineer (CSE), an ambassador for ASML, must be the first line of support for the repair and maintenance of the ASML Systems. 

• The CSE will interface with the customers, peers, local 2nd line support and staff management to assure timely and accurate support. 

• The CSE must be able to clearly communicate between key stakeholders of technical, organizational and operational stakeholders in relation to driving availability to their specific customer.  

• The Customer Support Organization with offices in different regions is responsible for the installation, qualification, repair and maintenance of the ASML systems at the customer site and is responsible for the necessary transfer of know-how to the customer. 

• Install equipment at customer’s locations, including new equipment, upgrades and system relocations. 

• Diagnose problems and make appropriate repairs. 

• Work with co-workers, customer & technical support in isolating and solving problems. 

• Monitor, maintain and optimize equipment on a daily basis to enhance functionality and prevent problems. 

• Advise users of appropriate actions to correct system malfunctions. 

• Train customers in use and routine maintenance of equipment. Answer customer questions and assist customers in a professional manner. 

• Perform administrative and coordination duties, including procedure changes, pass-downs, work orders, field service reports, system problem reports and monthly reports. 

• Prepares written technical reports. 

• Provide appropriate support and assistance to less experienced ASML personnel as necessary. 

• Expediently escalate issues to supporting resources when necessary. 

• Install equipment at customer’s locations, including new equipment, upgrades and system relocations.  

• Evaluate and diagnose problems and make appropriate repairs. 

• Work with co-workers, customer, and technical support in isolating and solving problems.  

• Monitor, maintain and optimize equipment on a daily basis to enhance functionality and prevent problems. 

• Advise users of appropriate actions to