Customer Quality Team Manager – Intel CT

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.

Job Mission/Description

The CS&S Customer Quality Team Manager is part of the Intel CT & US Regional Quality team. As head of the team, your focus is on building and enabling the Customer Quality team consisting of Customer Quality Managers (CQMs) at each Intel location, responsible for following activities:

• 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). Join weekly operational management review meeting with customer to address quality hits impacting fab operations with an upstream root cause.

• Strategic: Collaborate with customer and service quality excellence team on quality programs to address systematically the common root causes of quality hits and secure programs fit customer’s quality roadmap.

The CQM team focuses on quality hits related to the products at the Intel sites. The CQM team 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 team will connect directly with the Supplier & Procurement (S&P) team to address required improvement upstream.

• Leads the Customer Quality team focused on Intel with team members at different locations in the US & EU (Hillsboro, OR, Chandler, AZ, Ireland and Israel).

• In region: Service Quality Excellence team, Service Quality Engineering, Regional Ops Support and Local site management (at Intel locations).

• Towards Central: Quality leads in segments EUV, DUV, APPS, Quality lead of Supply Chain (CSCM) and CS central quality leads.

Educational and Experience

• Bachelor/Master’s degree with 10+ years of relevant experience

• Experience in the semiconductor industry.

• Experience in Professional Field Service Operations.

• People leadership experience.

• Experience in Quality management aspects within a high tech business to business environment.

• APPS, EUV and/or DUV experience preferred.

Personal Skills

• Stakeholder management at different levels in organization.

• “Get things done” mentality.

• Able to analyze and draw conclusions from data or report information.

• Strong communication and influencing skills.

• Track record in process improvement/optimization.

• Analytical thinking skills.

Other information

This position requires 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 ASML to proceed with candidates who are immediately eligible to access controlled technology.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• While performing the duties of this job, the employee routinely is required to sit; walk; talk; hear; use hands to keyboard, finger, handle, and feel; stoop, kneel, crouch, twist, reach, and stretch.

• The employee is occasionally required to move around the campus.

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