9 days ago - req13169
SAP Customer Support Technician (2nd Shift)
In a nutshell
Wilton - CT, US
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.
ASML is seeking a Full Time Computer and SAP Savvy person to provide customer service for Trouble / Help desk at the Wilton Factory. This person will be working with the Manufacturing Floor and Key Users to provide help, training, and issue resolution as needed.
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.
-Planning: Set Priority of issue resolution, Communication of Changes, and Coordination of Down Times.
-Output: Problem Resolution and Status, Training and mentoring of SAP Users as required to prevent reoccurrences of issues.Data Base input for problem resolution, Down Time Schedules, Tracking sheets when SAP is down. Preparation of Training Documents, Training for Key Users.
-Introduction of new products: Coordination for implementation of patches and new releases to include communication of Down Time, Preparation of Test Scenarios, Retest support, Tracking Work Arounds, Site Support as needed, Verification of operation, and Training users on changes.
-Support: Provide Support to SAP System Disturbance Notifications, E-mails, IM, and Phone Calls to the Help Desk.Provide a link between Manufacturing and IT for escalations.Provide Initial Veldhoven 3rd shift response. Provide support for upgrades and patches as required.
-Quality: Ensure the quality of the Help Desk responses check to ensure they resolve the issues and are sustainable.Feedback SAP structural issues to IT.Follow up with training for the Key Users on issues and their resolution.
-Communication:Communications of issues, repair, system status, and shut downs on a local basis. Communication and collaboration with SAP consultants and Communication and cooperation with worldwide users.
-Infrastructure: Ensure infrastructure for issue resolution and escalations is maintained.Assure effective and efficient problem resolution.Ensure the proper use of SAP production procedures are followed.Follow up where deviations from the process is what caused an issue. Escalate SAP structural issues to Veldhoven MM and to IT.
-Cooperation: Support cooperation throughout Production by: finding solutions and improving working concepts, giving input and feedback to all groups on SAP usage and issues.Provide Friendly Customer Service and a good working environment.
-Leadership:Support, foster, promote and demonstrate company Core Values and Leadership Behaviors.
-He/She must work comfortably in a cellular manufacturing environment and be able to coordinate with others for job accomplishment.
-Must provide an accurate system status in writing daily.
-Degree in Computer Systems, or equivalent experience.
-Bachelors preferred. Experience in place of degree is acceptable. High school degree required
-Strong understanding of SAP.3 Years Minimum Experience.
-Project leadership experience a plus.
-Know how of production processes and improvement techniques.
-Must be capable of working in a clean room environment.
-Must have a working knowledge of the MS Office Suite.
-Previous work within SAP is a must.
-Social skills to communicate at several levels.
-Good communication skills written and oral.
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 35 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.
This position requires access to controlled technology, as defined in the Export Administration Regulations (15 C.F.R. § 730, et seq.). Qualified candidates must be legally authorized to access such controlled technology prior to beginning work. Business demands may require ASML to proceed with applicants who are immediately eligible to access controlled technology.
EOE AA M/F/Veteran/Disability