Senior Competence Engineer

Introduction to the Job

The Senior Competence Engineer is part of the Mature Product Systems (MPS) Global Support Center (GSC) organization within the Customer Support (CS) business at ASML. The Senior Competence Engineer will be responsible for providing information and technical support to our ASML CS Field engineers by co-working as a team to resolve escalated issues remotely or on-site in a structured and timely manner. This will involve technical problem solving remoting (in office or home base office) or on-site where and when required. The Senior Competence Engineer will perform data analysis of systems to resolve problems and/or to improve system performance and also recommends ‘Deterministic & Forward Looking Action Plan’ (DFLAP) which includes procedures and reasons, pertaining to the diagnostics, repair and recovery of the ASML system.

Job Mission (Key Deliveries of MPS-GSC)

Escalation Management

• Provide information and technical support to our ASML CS Field engineers by co-working as a team to resolve escalated issues remotely or on-site in a structured and timely manner.

• This involves taking ownership of the escalation and driving the issue to resolution in the shortest, efficient and cost effective way.

• Demonstrate leadership traits and skills by managing and driving progress with escalations from the field, even if it is assigned to another colleague

• Proactive stance in managing escalations by having the foresight to gauge if on-site support is needed and to prepare the support in advance

• Contribute and drive for improvements to close observed gaps involving peers from other continents to have 1 global way-of-working

Knowledge Management

• Continuously promote knowledge transfer in behavior and sharing towards colleagues while handling escalations, technical discussions and in documenting technical matters for knowledge retention.

• Engaged in theory and hands-on Training as an instructor for PAS5500 systems at any of our Training facilities or at a Customer site

• Demonstrate ownership in driving and organizing for content and delivery improvement

• Forecasting field (regional) demands and planning

Service Engineering

• Engaging in field change requests by reviewing proposed content and developing the Business Case and defining priority for D&E follow-up.

• Contribute towards content and taking ownership of assigned scope of works for GSC deliverables as specified in “Key Decision (KD) Lite” process.

• Review submitted coach comments and follow up with relevant parties to validify the comment statements. Where applicable, to update the procedure.

• Have the insights to identify critical issues with business impact and raise the alert for attention and to create Field Alerts or Service Newsflash.

• Forward looking to Field demands and identify gaps to be filled with regards to tooling and parts

Job Description

• Technical problem solving remotely (in office or home based office) or on-site where and when required

• Performs data analysis of systems to resolve problems and/or to improve system performance. Recommends Deterministic & Forward Looking Action Plan (DFLAP) which includes procedures and reasons, pertaining to the diagnostics, repair and recovery of the ASML system.

• Develops and implements solutions to unusual and complex technical problems escalated from field. Escalates problems to D&E support per ASML procedure including complete and accurate data and problem descriptions.

• Support first of a kind machines in the field as part of “Introduction Support” for New Product Introduction phase for a specific period of time. Conducts training for field service staff and customers.

• Provides feedback to D&E group via Incident Repeat Prevention (IRP) process, highlighting abnormal operations in the machines, parts, and software.

• Generate plans, which include actions/experimentation and testing plans to guide the internal/external customers in resolving machine and or process issues. Trains less experienced company and customer personnel as required. Provides support to applications and technical sales personnel as required.

• Ensure proper written and oral communications occur with all affected parties. Enrich communication material as required (PCCSIM).

• Embrace and employ a teaching posture and behavior – seeking every opportunity to transfer knowledge towards colleagues. This includes documenting issues worthy of sharing to a WW audience to prevent repeats.

• Engage in Knowledge