EUV Technical Support Engineer - nights

Introduction

The Customer Support (CS) organization at ASML 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.

The Tech Support Engineer has a leading role in the team and interacts with the customer on diverse levels. You will be involved in the customer account team and/or site management and are expected to solve almost all problems on his/her own. Along with being responsible for routine troubleshooting and preventive actions based on pre-defined procedures and knowledge, you will also define action plans on specific maintenance activities such as multiple days upgrades and trouble shooting. There should be an understanding of standard escalation protocol, including 2nd and 3rd line, and you will work highly independently on diagnostics and maintenance, whilst being reviewed on end results. This is not a remote position, and it is required of the engineer to be in the office.

Roles and Responsibilities

• Problem analysis and approach - Gather all information relevant for the problem, analyze using available means, gather additional diagnostic info if needed, decide on initial approach to solve problem, assess new information and adapt approach independently if necessary.

• Problem handovers and routing - Handover problem or problem aspects to others (2nd / 3rd line support) including proposals for containments/solutions, document and package all data relevant for problem resolution (e.g. pass-downs, work orders, field service reports, system problem reports, technical reports), ensure problem ownership is clear and responsible for follow-up.

• Repairs - Advise customer technical personnel in dealing with problems, together with customer technical staff and using manuals and guidance from 2nd and 3rd line support, use tools, replace parts, improve settings, to execute repairs. Able to resolve independently unexpected disturbances and provide countermeasures.

• Procedures - Negotiate with customer on machine time window based on own risk assessment to execute procedure, plan procedure, arrange for all (possible) parts, tools, equipment and information / knowledge to be available at start of procedure, execute procedure, make necessary decisions / adaptations during procedure to realize optimal results,

• Training / Advice - Define and explain appropriate actions to users to correct malfunctions, train customers in use and non-routine maintenance of equipment, recommend changes in user procedures when needed, based on the functional theory, design rules and know-how.

• Process Optimization - Drive execution and implementation of improvements and is able to involve and persuade stakeholders.

• Knowledge build-up and transfer - Entertain continuous knowledge exchange within the department and across different teams.

• Coaching - Teaches and educates junior engineers, reviews and helps them making progress. Ability to handle oversight and coaching on multiple systems/products.

Education and Experience

• Bachelor’s degree in relevant Technical Field (Electrical Technology, Mechatronics, Mechanical Engineering, etc.) or equivalent combination of education, skills and experience.

• At least 4+ years of experience in semiconductor industry preferred. 

• At least 4+ years of Field Service Engineer work experience preferred.

• At least 4+ years of experience in using computer applications, including data analysis tools, word processing, spreadsheet, and presentation software preferred.

• Specialized knowledge in the area of pneumatics, hydraulics or electronics, and semiconductor processes, and relevant software.

• Requires cross-competencies knowledge.

Skills 
 
To thrive in this job, you’ll need the following skills:  

• Proven record and ability to perform in a fast paced and ambiguous environment while always maintaining focus on customer goals and relationships.

• 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. 

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

• Proven ability to