16 days ago - req14258

Technical Support Supervisor ILP & C&T

Customer support

Other job categories

In a nutshell

Location

Hiroshima, Japan

Team

Customer support

Experience

3-7 years

Degree

Bachelor

Job Category

Other job categories

Sector Information

Customer Support is responsible for the delivery, installation, maintenance, and optimization of
ASML IC manufacturing systems on customer locations.
Within Customer Support, CS DUV’s vision is to be a profitable service organization delivering consistently and predictably to our agreed customer commitments over the product life-cycle, while providing a safe and great place to work with global opportunities for our people.

Position in the organization

・The CS DUVYS Japan Technical Support department is part of the CS DUVYS Japan organization. It provides technical (2nd line) support for all Twinscan DUV systems and Yieldstar systems in Japan, from product introduction to (ramp to) volume production.
・Technical Support Engineers troubleshoot and analyze (potential) ASML system issues, both pro-actively and re-actively.
・The Technical Support Engineers are organized in 3 teams: Metrology & Software, Top & Bottom, and ILP & C&T. Each team is headed by a Technical Support Supervisor.
・The Technical Support Supervisor ILP & C&T (N-4) reports to the Technical Support Manager (N-3), who reports to the CS DUVYS Region Manager Japan (N-2).
・The work location for this supervisor vacancy is the ASML office in Saijo (Hiroshima), Japan, while the team members are or can be stationed in various offices throughout Japan.

Job Mission

The Technical Support Supervisor is responsible for people development, planning, and processes, in order to provide the right technical support in terms of manpower, knowledge and way of working to the site managers in a cost-efficient way.

Job Despription

・Manage technical support to the local service organization in the field of Twinscan DUV systems, particularly in the areas of ILP and C&T.
・Support sites by providing technical support engineers with the right skills at the right time.
・Guard the technical escalation process.
・Lead the technical support team members to follow best known methods and business principles.
・Willing to travel and participate actively in escalations.
・Grow and develop people by coaching them on a regular basis.
・Improve or set-up processes to ensure efficient and effective operation.

Experience / Requirements

・Several years of experience with Twinscan DUV Scanners with a basic knowledge of ASML illumination and contamination and temperature control concepts
・Preferably with experience in a Customer Support environment with the ability to work under pressure
・Genuine interest in people (development/coaching)
・Provide a team environment where people can perform well individually and as a team, and feel safe to speak up, in an atmosphere of mutual trust
・Demonstrates knowing when to listen rather then speaking
・Develops employee awareness and priorities on corporate initiatives as well as line focus to support
・Strong logic and analytical capability
・Sharp eye for process (improvements)
・Flexible and creative attitude, able to think out of the box
・Able to delegate and avoid micro-management
・Able and comfortable to speak up (also on behalf of others) and challenge stakeholders at all levels
・Able to challenge the status quo with the aim to grow the organization
・Show initiative, take ownership, execute and work independently
・Communicates in a clear and concise manner, adjust message to level and knowledge of person interacting with
・Focus on problem and its context
・Takes ownership in resolving issues and escalations. Drives technical solution finding and implementation via CS channel
・Balances interest customers and interests ASML
・Understands business context of issues and escalations for fabs/sites
・Good communication and (internal) customer interfacing skills. Able to work with cultural differences between Japan and HQ and able to adapt strategies and way of working accordingly.

Educational / Language Level Requirement

Education:
Bachelor, Master, or PhD degree in an engineering, mathematics, or related field.
Language:
Business Level English both verbally and written (at least TOEIC 800+ or equivalent) to communicate effectively with local and overseas staff on a daily basis.
Business level Japanese skills are a plus.