30+ days ago - req23489

Customer Support Engineer

Customer support

Electrical engineering

In a nutshell

Location

Fort Collins - CO, US

Team

Customer support

Experience

0-2 years

Degree

Bachelor

Job Category

Electrical 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 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.

The Customer Support Organization with offices in different regions 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.

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.
  • Provide appropriate support and assistance to less experienced ASML personnel as necessary.
  • Expediently escalate issues to supporting resources when necessary.
  • Install equipment at customer’s locations, including new equipment, upgrades and system relocations.
  • Evaluate and diagnose problems and make appropriate repairs.
  • Advise users of appropriate actions to correct malfunctions in a timely manner.
  • Independently and accurately prepare written technical reports.

Education

BS degree in an Engineering field or equivalent experience.

Experience

  • 2-5 years experience on PAS 5500 equipment highly preferred.
  • 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.
  • Clear and effective communication skills.
  • Willingness to continue learning and growing in a professional environment is a must.

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

  • Colorado Pay Transparency Law requires that ASML disclose the compensation for jobs which could be performed in Colorado. ASML anticipates that the annual base pay range for this role in Colorado is $70,000-$90,000. This position is classified as non-exempt under FLSA and eligible for overtime and/or shift differential, if applicable. Actual pay will be determined considering factors such as relevant skills, experience and comparison to other employees in the role.
    In addition to base pay, regular ASML employees are eligible for an annual Short Term Incentive (“STI”). Payout of STI is subject to eligibility and other program conditions as well as the Company’s performance to its operational and financial goals. ASML seeks to provide employees with benefits to support their health, plan for their future, and take time off to refresh. US employees in Customer Support Engineer roles are eligible for the following benefits: https://www.asml.com/en/careers/working-at-asml/united-states
  • 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.
  • Non-exempt position requires up to 50% travel, and the willingness to work flexible shifts and extended hours including nights, weekends, and holidays.
  • Valid driver’s license and passport required.
  • Ability to travel in US and internationally.
  • This U.S. position is open to U.S. workers only. A U.S. Worker is someone who is either a U.S. Citizen, U.S. National, U.S. Lawful Permanent Resident, or a person granted Refugee or Asylum status by the U.S. Government. The Company will not sponsor a foreign national for this position.

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.
  • 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.
  • This U.S. position is open to U.S. workers only. A U.S. Worker is someone who is either a U.S. Citizen, U.S. National, U.S. Lawful Permanent Resident, or a person granted Refugee or Asylum status by the U.S. Government. The Company will not sponsor a foreign national for this position.

EOE AA M/F/Veteran/Disability


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