30+ days ago - req17413

HMI-Customer support engineer

Customer support

Chemistry & materials science

In a nutshell

Location

Shanghai, China

Team

Customer support

Experience

3-7 years

Degree

Bachelor

Job Category

Chemistry & materials science

Introduction

To be completed

Job Mission

To be completed

Job Description

APPS part:
- Provide onsite product application support to customer engineering teams. Develop strong technical relationship with direct customer interface. Manage product engagement with regular customer review meetings and bringing critical customer requirements to Account Team and RPM. The ideal candidate will have excellent communications skills with passion for problem solving. Day-to-day activities includes front-line support at customer site with face-to-face interface as well as email and phone communications, characterizing issues reported, and driving timely solutions feedback to customer.
1. First line customer support role: working with customer daily on e-Beam Inspection & Metrology technical development. Drive and monitor HMI product & solution engagements at customer site
2. Bringing technical requirements or technical issues to RPM team
3. Weekly reporting and tracking of customer engagement status.

HW part:
- Install equipment at customer's locations, including equipment with new features, unload components, inspect for damage, assemble, align and test. Analyze applicability, accuracy and adherence to design specifications. Recommend design changes or substitution of materials when appropriate.
- Evaluate and diagnose problems and make appropriate repairs. Work with co-workers, customer & field support in isolating and solving problems.
- Maintain and optimize equipment on a daily basis to enhance functionality and prevent problems.
- Train customers in use and routine maintenance of equipment. Answer customer questions and assist customers in a professional manner. Act as a resource for users on routine malfunctions. Advise users of appropriate actions to correct malfunctions and may recommend changes in user procedures.
- Perform administrative and coordination duties, including pass-downs, work orders, field service reports, system problem reports, and monthly reports. Prepare written technical reports on an independent basis. Provide if appropriate support and assistance to less experienced ASML or local personnel as necessary.
- Should expect to spend more than 50% of the time inside the clean room working with mechanical and electrical equipment.
- Can work flexibly, can accept overtime working
- Have initiative to communicate with colleagues and learn from them
- Can accept manager/leader’s arrangement based on company business needs

Education

- Position requires a BS degree in an engineering field or equivalent experience, mechanical aptitude, and knowledge of pneumatics, hydraulics, electronics, semiconductor processes, relevant software, and related.

Experience

To be completed

Personal skills

- Knowledge of safety procedures required.
- Sufficient oral and written English level

- Off line analysis capability
- Analysis techniques and tools
- Analyzing capability
- Network to support difficult problems

Context of the position

To be completed

Other information

To be completed