30+ days ago - req15927

Customer Support Group Lead

Customer support

Other job categories

In a nutshell

Location

Manassas - VA, US

Team

Customer support

Experience

3-7 years

Degree

Bachelor

Job Category

Other job categories

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 holder of this position reports to a Site Manager and provides operational course, technical direction, employee development and leadership to a team of engineers (group of 8-15) who provide support to ASML customers.

The Customer Support 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.

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

People Leadership:

  • Lead a local customer support team; creating synergy and collaboration with other teams and ASML’s customers.
  • Create an environment of trust, open communication, creative thinking and cohesive team effort.
  • Build an organization of technical leadership and teamwork that offers employees the opportunity to grow through active performance management, coaching and structured people development.
  • Identify team needs including hiring, development and performance management.
  • Consistently manage team according to ASML policies, procedures and processes.

Operational Leadership:

  • Customer interface- understand expectations, needs and drives quality and timely execution.
  • Proactively ensures a safe work environment.
  • Continuously drive improvements for local organization and world-wide community.
  • Supervise technical progress and proactively drive solutions with an empowered team.
  • Internal and external stakeholder management.

Education

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

Experience

  • Experience developing and coaching others to achieve results is required.
  • Understanding of mechanical engineering, hydraulics, optics, electronics, semiconductor, manufacturing and software concepts.

Personal skills

  • Result driven-demonstrate ownership & accountability.
  • Motivate, inspire and influence others.
  • Ability to build and extend trust.
  • Ability to manage and drive organizational change.
  • Value cultural differences.
  • Demonstrate open, clear, concise and professional communication.
  • Process orientation with the ability to clearly document and share information.
  • Ability to lead in dynamic environments and competing demands.
  • Strong customer focus.

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

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