30+ days ago - req15419

MPS - Customer Support Engineer - Hsinchu

Customer support

Mechanical engineering

In a nutshell

Location

Hsinchu, Taiwan

Team

Customer support

Experience

3-7 years

Degree

Bachelor

Job Category

Mechanical engineering

Travel

80%

Job Description

• As 1st customer contact window to provide service.
- Be able to take 7x24 shift scheme to support contract customer sustaining.
- Clear understand request from customer, deliver information back for discussion then provide essential support to customer.
- Be able to interface with customer and maintain good relationship between ASML and customer.

• Service Lithography machine(high tech.)
- Installation
- Upgrade/retrofit
- Lens swap
- Application advise

• Travel (Mainly in Asia, WW travel while needed)
- Support oversea projects while needed.
- Provide oversea customer service to while needed.

• Technical issue handling
- Issue update, escalate if needed. analysis, approach, provide solution and perform actions.

• Reporting.
- Issue handover and routing.
[Handover problem or problem aspects to others (2nd / 3rd line support), document and package all data relevant for problem resolution (e.g. pass-downs, work orders, field service reports, system problem reports, technical reports), ensure problem ownership is clear, ensure follow-up]

• Week end duty (on-site customer) to support contract activities, project or assignment while needed