30+ days ago - req21323

Customer Support Engineer

Customer support

Mechatronics

In a nutshell

Location

Shenzhen, China

Team

Customer support

Experience

0-2 years

Degree

Bachelor

Job Category

Mechatronics

Introduction

PURPOSE OF THE JOB:
Provide support tointernal and external customers by solving escalated problems and providinginformation to ensure the optimum machine performance criteria are met in thefield.

SECTOR INFORMATION:
The CS organization is responsible for theinstallation, qualification, repair and maintenance of the ASML systems atcustomer site located The central team organization is responsible forproviding higher level technical analysis and solution to the escalatedissues from site generalist team, and also provide manpower support if siteteam needed.

ORGANIZATONAL RELATIONSHIPS:
Reports to: Startup site central team leader and manager
Interfaces: internal: CS generalist team, Application team, GSC/IE, Account team, Marketing,Logistics, etc.
external: Startup customers

KEY ACCOUNTABILITIES:
Develop and implement solutions fortechnical problems escalated from 1st line team or by customer
Deliver technical solution to improvesystem performance upon internal and external request
On-site support when needed, e.g. hands-onactions
Communicate with customer and convincethem by giving technical explanation
Handle escalation to GSC/DE fordifficult problem
Conduct training and/orknowledge-transfer to 1st line engineers and customer as required
Provide feedback to factory for machineproblem that may cause severe impact
Provide support to Account team withtechnical expertise
Proficient in English written and oralcommunication with all affected parties. Prepare and make presentations asrequired.


COMPETENCES experience/skill/training:
Require >2yrs experience onservicing TWINSCAN with good hands-on skills
Required training level:
Twinscan L2,L3 training
L4,WET,NXT training preferred
Being resourceful and passionate whenencountering machine problem, able to narrow down issue by analyzing givenfacts.
Capable to write systematic technicalreport, with clear line of thinking and expression in a logical way
Good interpersonal skills to communicatewith internal/external counterpart in proper way
Flexible attitude tooff hour support, travel and overtime work