15 days ago - req12043

Customer Support: Global Support Center DUV Engineer

Customer support

Mechanical engineering

In a nutshell

Location

Wilton - CT, US

Team

Customer support

Experience

0-2 years

Degree

Bachelor

Job Category

Mechanical engineering

Travel

20%

Introduction

ASML brings together the most creative minds in science and technology to develop lithography machines that are key to producing faster, cheaper, more energy-efficient microchips. We design, develop, integrate, market and service these advanced machines, which enable our customers - the world’s leading chipmakers - to reduce the size and increase the functionality of their microchips, which in turn leads to smaller, more powerful consumer electronics. Our main headquarters are located in Veldhoven, the Netherlands, and we also have 18 office locations around the United States- including main offices in Wilton, CT, Chandler, AZ, San Jose, CA and San Diego, CA.

Job Mission

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. The Global Support Center is responsible for providing technical support to the local Customer Support branches in order to maximize ASML tool performance.
The holder of this position reports to a Group Leader in the Global Support Center (GSC) department and provides one-stop remote diagnostic and escalation support to the CS Organization and creates forward looking action plans to maintain and improve ASML tool performance at customer locations.

ASML is a world leader in the manufacture of advanced technology systems for the semiconductor industry.ASML’s corporate headquarters is in Veldhoven, the Netherlands. Manufacturing sites and research and development facilities are located in Connecticut, California and the Netherlands. Technology development centers and training facilities are located in the United States, Japan, Korea, the Netherlands, and Taiwan. Additionally, ASML provides optimal service to its customers via over 50 sales and service organizations in 16 countries. Founded in the Netherlands in 1984, the company is publicly traded on Euronext Amsterdam and NASDAQ under the symbol ASML.

Job Description

-Troubleshoot and diagnose complex technical tool issues on ASML’s lithographic equipment escalated by customers to the GSC technical competencies of Illumination/Projection, Flow & Temperature, Wafer Stage/Wafer Handling, Reticle Stage/Reticle Handling, software and metrology.
-Create or edit MATLAB tooling scripts to diagnose unusual machine issues.
-Lead cross competency escalation teams.
-Proactively lead the development of continuous improvement action plans on all complex problems.
-Ensure daily competency updates to stakeholders and management (internal & external).
-Secure written and verbal pass downs of all ongoing escalation towards GSC Asia to assure 24/7 escalation support for customers without added delay.
-Coordinate, transfer and share skills and knowledge within worldwide GSC competency teams.
-Mentor and coach junior team members on competency knowledge and escalation process.
-Subject matter expert on multiple platforms including Twinscan immersion and dry machines.
-Escalate to D&E teams according to the committed escalation processes and timings.

Education

Bachelor’s degree in Electrical Technology, Mechatronics, Mechanical Engineering, Physics or Computer Science is required; Master’s degree is preferred; or equivalent experience.

Experience

-Experience in managing cross competency escalations and customer communication.
-Experience driving change as a positive change agent.
-Experience with LEAN and continuous improvement processes.
-Experience with photo lithographic equipment and processes.
-MATLAB and Excel Macro software knowledge is preferred.

Personal skills

-Ability to act in a leadership capacity within competency group.
-Strong technical, analytical and diagnostic skills.
-Result driven-demonstrate ownership & accountability.
-Motivate, inspire and influence others.
-Ability to build and extend trust.
-Identifies bottlenecks and drives improvements.
-Value cultural differences and respect sites for different cultures and ways of working.
-Influence without power of borrowed resources.
-Demonstrate open, clear, concise and professional communication.
-Process orientation with the ability to clearly document and share information.
-Strong customer focus and commitment to customer satisfaction through prioritization, quality, efficiency and professionalism.

Context of the position

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
-While performing the duties of this job, the employee routinely is required to sit; walk; talk; hear; use hands to keyboard, finger, handle, and feel; stoop, kneel, crouch, twist, reach, and stretch.
-The employee is occasionally required to move around the campus.
-The employee may occasionally lift and/or move up to 20 pounds.
-May require travel dependent on company needs.
-Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
-Can work under deadlines.
-The environment generally is moderate in temperature and noise level.
-Must be able to read and interpret data, information, and documents.
-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.

Other information

-Position will require travel up to 30%.
-Ability to work flexible shifts including nights, weekends and holidays.

EEO/AA (W/M/Vets/Disability) Employer.