Customer Support Competence Engineer - EUV

The Customer Support organization at ASML is responsible for the installation, qualification, repair and maintenance of the ASML systems at customers’ site and is responsible for the necessary transfer of know-how to the customer. Locally sited Customer Support branches perform these tasks for the customers within the specific region.

Role and responsibilities

• Understands complex modules at platform level, complex system at platform level, or complex business drivers at system level; masters multiple competencies; is able to translate (internal) customer requirements into product capabilities and options regarding all competencies (imaging/overlay/productivity/metrology); suggests product improvements to prevent process errors from recurring.

• Develops and maintains a network across several functional areas, to be able to drive solutions for structural problems within all competencies; deals with (internal) customers.

• Within tight timelines and with scarce resources, figure out what needs to be done in specific, dynamic situations using own professional judgment and dealing with complex upgrades that take 1-2 weeks to implement at (internal) customer site; solve situations which are difficult but have occurred before, minimizes impact on (internal) customer’s work in progress regarding a competency and adjacent options.

• For complex upgrades that take 3-9 weeks to implement at (internal) customer site; needs to solve problems that have not occurred before, minimizes impact on (internal) customer’s work in progress regarding all lithographic production steps.

• Works unsupervised with high-level checks with superior.

• Identifies gaps and drives solution, ensures processes are adapted to prevent (work) process errors from recurring and identifies missing processes/procedures and develops them.

• Assesses skill levels and grows new hires. Actively mentors and coaches team members with lower technical knowledge.

• Perform analysis of structural issues of the systems at our customers.

• Identify structural improvements to the design of ASML products and estimate their impact on CS operation.

• Identify structural improvements to the Service Mix and implement them globally in CS.

• Handshake and validate Service Mix that is supplied with new products and functionalities by Development & Engineering while safeguarding the needs for Fab Teams to be able to execute maintenance independently of external support.

• Transfer and maintain all relevant knowledge to the CS field engineers in the form of documentation, training and Knowledge Transfer.

• Facilitate and maintain a global competency network. The sector Customer Support (CS) is responsible for the maintenance, repair and continuous improvement of ASML systems at customer locations and supporting the customers in the use of these systems in their production process.

• CS Central enables effective support of the customer by providing technical knowledge and process support to the field offices. EUV engineering is part of New Product Introduction and Node Transition segment in the CS.

• Ability to travel up to 30% of the time.

This position will report directly to the Department Manager for CS in Wilton.

Education and experience

• Bachelor’s or Master’s Degree in engineering, or combination of experience and education may be considered.

• Preferably 8+ years, or more, work experience in an engineering or customer support role.

• Direct knowledge stepper/scanner related experience in the semi-conductor or related experience is a plus.

• Direct knowledge of EUV systems is a plus.

• Excellent verbal and writing skills in English.

Skills

Working at the cutting edge of tech, you’ll always have new challenges and new problems to solve – and working together is the only way to do that. You won’t work in a silo. Instead, you’ll be part of a creative, dynamic work environment where you’ll collaborate with supportive colleagues. There is always space for creative and unique points of view. You’ll have the flexibility and trust to choose how best to tackle tasks and solve problems.

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.

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