16 days ago - req17228

Customer Support Engineer (Twinscan)

Customer support

Other technical job categories

In a nutshell

Location

San Jose - CA, US

Team

Customer support

Experience

0-2 years

Degree

Bachelor

Job Category

Other technical job categories

Introduction

ASML US 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 headquarters are in Veldhoven, the Netherlands, and we have 18 office locations around the United States including main offices in Chandler Arizona, San Jose and San Diego California, Wilton Connecticut, and Hillsboro Oregon.

Job Mission

The Customer Support Organization is responsible for the installation, qualification, repair and maintenance of the ASML systems at the customer site and is responsible for the necessary transfer of know-how to the customer. The Customer Support Engineer (CSE), an ambassador for ASML, must be the first line of support for the repair and maintenance of the ASML Systems. The CSE will interface with the customers, peers, local 2nd line support and staff management to assure timely and accurate support. The CSE must be able to clearly communicate between key stakeholders of technical, organizational and operational stakeholders in relation to driving availability to their specific customer.

Job Description

Install equipment at customer’s locations, including new equipment, upgrades and system relocations. - Diagnose problems and make appropriate repairs. Work with co-workers, customer & technical support in isolating and solving problems. - Monitor, maintain and optimize equipment on a daily basis to enhance functionality and prevent problems. - Advise users of appropriate actions to correct system malfunctions. - Train customers in use and routine maintenance of equipment. Answer customer questions and assist customers in a professional manner. - Perform administrative and coordination duties, including procedure changes, pass-downs, work orders, field service reports, system problem reports and monthly reports. - Prepares written technical reports. - Provide appropriate support and assistance to less experienced ASML personnel as necessary. - Expediently escalate issues to supporting resources when necessary

Education

Position requires a BS degree in an Engineering field or equivalent experience

Experience

-2~5 years experience 1~2 years in semiconductor industry preferred

-Willingness to continue learning and growing in a professional environment is a must.

-Work is conducted at a customer site and requires familiarization with customer rules and policies regarding worksite behavior and safety.

-Expect to spend more than 50% of the time inside the clean room working with electromechanical equipment.

-At times, job requires standing for long periods of time and moving tools and equipment up to 50 lbs. in weight unaided.

-Position works under the direction of a Manager, Supervisor, or Sr. Engineer.

Personal skills

Ability to complete assignments with attention to detail and high degree of accuracy. -Proven ability to perform effectively in a demanding environment with changing workloads. -Work independently or as part of a team and follow through on assignments with minimal supervision. - Clear and effective communication skills.-Ability to establish and maintain cooperative working relationships with co-workers and customer.-Strong customer focus and commitment to Customer Satisfaction.-Work according to a strict set of procedures within the provided timelines.-Mechanical aptitude and knowledge of pneumatics, hydraulics, electronics, and semiconductor processes, and relevant software.-Demonstrated experience using computer applications, including data analysis tools, word processing, spreadsheet, and presentation software.-Ability to train and mentor Engineers and customer employees.

Other information

EOE AA M/F/Veteran/Disability