14 days ago - req20349

Customer Support Engineer

Customer support

Mechanical engineering

In a nutshell

Location

Chandler - AZ, US

Team

Customer support

Experience

3-7 years

Degree

Bachelor

Job Category

Mechanical engineering

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 (CS) 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.

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 candidates who are immediately eligible to access controlled technology.

Job Description

  • 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.
  • Evaluate and diagnose problems and make appropriate repairs.
  • Expediently escalate issues to supporting resources when necessary.
  • 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 appropriate support and assistance to less experienced ASML personnel as necessary.
  • The work requires to work night and weekends.
  • Typically will work 12 hour shifts.

Education

Position requires a BS degree in an Engineering Field or equivalent experience.

Experience

  • 0-2 years working experience.
  • Knowledge of semiconductor industry, vacuum system, or plasma is preferred.
  • Strong customer focus and commitment to customer satisfaction through prioritization, quality, efficiency and professionalism.
  • 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.
  • Result driven-demonstrate ownership & accountability.
  • Identifies bottlenecks and drives improvements.
  • Work independently or as part of a team and follow through on assignments with minimal supervision.
  • Demonstrate open, clear, concise and professional communication.
  • Ability to establish and maintain cooperative working relationships with co-workers and customer.
  • 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.
  • Demonstrate experience using computer applications, including data analysis tools, word processing, spreadsheet, and presentation software.

Personal skills

  • 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.
  • Must be able to read and interpret data, information, and documents.
  • Strong customer focus and commitment to customer satisfaction through prioritization, quality, efficiency and professionalism.
  • 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 and deadlines.
  • Result driven-demonstrate ownership and accountability.
  • Identifies bottlenecks and drives improvements.
  • Work independently or as part of a team and follow through on assignments with minimal supervision.
  • Demonstrate open, clear, concise and professional communication.
  • Ability to establish and maintain cooperative working relationships with manager, co-workers and customer.
  • Work according to a strict set of procedures within the provided timelines.

Other information

  • Position will require travel up to 30%.
  • Position will require access to customer site locations.
  • Ability to work flexible shifts including nights, weekends and holidays.
  • 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.
  • Position works under the direction of a Manager, Supervisor, or Sr. Engineer.
  • This position is a safety-sensitive position requiring the ability to operate heavy/complex machinery and work in a safe and alert manner.

Role within Office

Responsibilities:

  • Routinely required to sit; walk; talk; hear; use hands to keyboard, finger, handle, and feel; stoop, kneel, crouch, twist, reach, and stretch. Occasionally required to move around the campus.
  • Occasionally lift and/or move up to 20 pounds.
  • May require travel dependent on business needs.
  • Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

EOE AA M/F/Veteran/Disability