Service Quality Excellence Manager – 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 Service Quality Excellence Manager is part of the Intel CT & US Regional Quality team. As head of the team, your focus is on building and enabling the Service Quality Excellence team responsible for following activities:

Setup and maintain internal quality dashboard:

• Align with ASML headquarters on targets/KPIs

• Define leading  KPIs for main programs within team

Support customer/internal audits:

• Work with QE Audit team on follow-up

Drive quality mindset & training within US region:

• Define and drive activities to increase the CS engineers awareness/mindset required to drive quality

• Define needs for Quality training within current setting of ASML trainings via Global Training Center

• Define needs for Quality specific training to enable engineers to drive quality in their day2day job (i.e. structured troubleshoot training, 8D, 5xWhy, etc.)

• Lead Craftmanship within US Region

Assess and improve Quality within region and upstream:

• Program definition based on customer feedback and main root causes for quality hits

• Fact/Data based drive upstream quality linked to direct impact at customer site (i.e. DOA, New Machine Quality, etc.)

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

Educational and Experience

• Bachelor/Master’s degree with extensive 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

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

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