Field Service Engineer - 2 Line

Introduction to the Job

The Customer Support (CS) organization is responsible for the installations, qualification, repair and maintenance of the ASML systems at customer sites and is responsible for the necessary transfer of know-how to the customer. Local site Customer Support branches perform these tasks for the customer within the specific region.

This opening is within our Yieldstar technology. The Field Service Engineer - 2 Line executes regular and irregular maintenance activities with considerable independency and under limited supervision. In addition, they act as an escalation path for our first line Field Service Engineers on shift. This results in more direct communication with the customer and global internal stakeholders.

Roles and Responsibilities

• Gather all information relevant for the problem, analyze using available means, gather additional diagnostic info if needed, decide on initial approach to solve problem and execute, consult with others.

• Handover problem or problem aspects to others (3rd Line Global Support Center), document and package all data relevant for problem resolution (e.g. pass-downs, work orders, field service reports, system problem reports, technical reports).

• Based on arranged customer machine time window to arrange for all (possible) parts, tools, equipment and information / knowledge to be available at start of procedure, execute procedure.

• Explain appropriate actions to users to correct malfunctions, train customers in use and routine maintenance of equipment, recommend changes in user procedures when needed

• Signal gaps and improvement opportunities and reports it to the relevant stakeholders

• Maintain and broaden own knowledge, shares best known methods within the work group.

• Provide appropriate support and assistance to less experienced engineers on first tasks.

Education and Experience

• Bachelor's degree in a technical field.

• Minimum 3 years work experience in a technical/manufacturing industry.

• Minimum 2 years experience using computer applications, including data analysis tools, Excel, and PowerPoint.

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:  

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

• Ability to complete assignments with attention to detail and high degree of accuracy.  

• Proven ability to perform effectively in a demanding environment with changing workloads and deadlines.  

• Result driven-demonstrate ownership and accountability. 

• Identifies bottlenecks and drives improvements. 

• Work independently or as part of a team and follow through on assignments with minimal supervision.  

• Demonstrate open, clear, concise and professional communication. 

• Ability to establish and maintain cooperative working relationships with manager, co-workers and customer.  

• Work according to a strict set of procedures within the provided timelines.  

Other Information 

• Legal/export license control (see below)

• Expect to travel both domestically and internationally up to 25%.

• All employees must be able to pass an extensive background check to obtain customer clearance.

• Non-exempt po