CS Machine Data Management Domain Expert

CS Machine data Support – CS Machine data domain expert

Introduction:

Our department covers worldwide functional support (24x5hr) for all off-scanner Applications and Machine Data. They are used by the Customer Support (CS) work force while performing their job in serving our internal Customer needs. Our mission is to facilitate and improve the productivity of the users of the before mentioned applications and Machine Data in order to meet ASML’s objectives.

We are located in Asia, US and Europe.  We work together by means of knowledge bases (Wiki), key users, an incident management system, and work instructions. We maintain close  relationships with the key user organizations, internal suppliers and project organizations to drive the sustainability and availability of CS used off-system applications (e.g. Coach, Maintenance Manager) and technical Machine data (e.g. PMA, SDDA), and will offer CS users functional support, process escalations, and will drive issues to closure, freeing the CS engineer to perform the invaluable task of pleasing our customers.  

Job Mission:

As a Machine Data Domain Expert you are the point of contact for the ASML Customer Support application/machine data user community (when the knowledge base and key users cannot support them). While continuously expanding your general knowledge and expertise on our total support portfolio, you either resolve issues immediately or you escalate to an expert within our team or to other service providers or to other product owner. In addition, you will also be responsible to execute one or more expert and BAM-Business Application Owner roles.

Job Description:

Your main responsibilities are to drive/coordinate machine data topics, to maintain internal customer relationship, to support technical project progress with various sectors in continentals (Europe, USA and Asia), to ensure the support calls are picked up and handled to the satisfaction of our end-users and within given KPI’s, to manage the knowledge bases updated, and participate in user acceptance tests. . To cover our support responsibilities, participation in a ‘standby’ duty schedule might be part of the job.

Within the scope of our team responsibility, as a Machine Data Domain Expert, you …

• Manage (identify) end customer requirements of process/technical topics
• Answer questions of CS engineers;
• Prioritize, diagnose, solve and/or escalate issues;
• Follow up with D&E, IT, Marketing, account team and CS managers to ensure that requirements/issues have been resolved;
• Interface with application owner, service manager and service providers (e.g. IT, development)
• Support the roll-out of new/changed applications;
• Establish a good working relationship with local CS management and internal end customers (especially within your continent);
• Develop training material and train users;
• Execute functional maintenance tasks;
• Document internal procedures and work instructions;
• Will perform the needed travel for training (giving/receiving), aligning, executing work at local office or customers premises.

Within the scope of our team responsibility, as a BAM, Business Application Manager role, in addition to the above, you …

• Gather CS requirements (that are input for the CS roadmaps and projects);
• Align with CS local offices and local CS management, including making arrangements on beta-testing (e.g. User Acceptance Tests);
• Test and roll-out improvements;
• Participate in projects that develop new and/or affect existing functionality. Your primary responsibility is to drive project progress, to provide the knowledge on the CS way of working and the functional support needs such that the project results will seamlessness integrate with the needs of the users. Your input will safeguard our team requirements with respect to serviceability and maintainability of the application/infrastructure.

Education:

Position requires a Bachelor and Master degree in an information management, information technology, engineering field or equivalent experience. Analytical trouble shooting abilities.

Experience:

6 years or more experience working in project management or an application support in an international setting, preferably in a high tech industry with worldwide coverage. Knowledge of the ASML way of working in general, semi customer communication management and the CS way of working specifically is of added value to this position.

Personal Skills:

• Strong communication skills in English (both verbal and written);
• Strong knowledge about relational database
• Strong experience of debugging skills/concept toward the data flow in order to pin point the root cause preciously among complicated data landscap