26 days ago - req24705

Customer Service Upgrades Project Lead

Customer support

Other technical job categories

In a nutshell

Location

San Diego - CA, US

Team

Customer support

Experience

3-7 years

Degree

Bachelor

Job Category

Other technical job categories

Introduction

ASML US, LP 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 Wilton, CT, Chandler, AZ, San Jose, CA and San Diego, CA.
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.

Job Mission

We travel the world advancing the creation of tomorrow’s microchips.
We upgrade Extreme Ultraviolet (EUV) lithography equipment with ASML’s cutting edge innovations in semiconductor production. To support leading semi-conductor companies (ASML’s customers) and to receive the latest training on the quickly evolving EUV technology, our staff travel to various locations around the globe including Taiwan, South Korea, the Netherlands, and the United States. The Customer Support EUV Upgrades Team (CSEU) is a force driving maximum performance and availability for ASML’s customers, paving the way to bringing smaller and faster microchips to people’s everyday life.
The Customer Service EUV Upgrades Project Leader (PL) travels globally to lead the cross-functional and multi-cultural project team throughout all phases of the project lifecycle (initiation, preparation, execution, evaluation). As a Project Leader, you take a central position as the connecting factor between the project and the rest of the company, as well as towards the customer (chipmaker).

Job Description

As an CS EUV Project Leader you connect and align in the early phases of new upgrade product development with the Product Owner within the CSEU department and start early preparation of Alpha test and supporting Beta test preparation. Goal of the Alpha and Beta test is to validate if the CSEU operational-, customer- and site product requirements are embedded in the upgrade product and service mix (supporting process, procedures, tools and training). You and your team will be onsite for the full duration of the Alpha and Beta test.
This CS EUV PL supports is focused on transferring the acquired product knowledge to the local team, as well as increasing local engineering competence and ensuring cross project lessons learned. Intro support is needed during Beta tests, and during the first time execution of a product on a customer site. Also you and your team focus on bringing back the local lessons learned in regard to the product to the central organization.
  • General
    • Act as a consultant to the local PL;
    • Act as a liaison for the Product Owner;
    • Representative of the Central organization, onsite;
    • Organize the early access team for the specific product;
    • Drive issue resolution and escalate if needed
  • Other duties as required
  • Alpha test phase:
    • Operationally prepare the Alpha test project according to agreed scope
    • Actively engage and align with the Product Owner, System Integration and CSCM (logistics) to ensure clear operationalagreements for the Alpha test
    • Operationally lead the Alpha test (for service mix and issues D&E and NPI are in the lead);
    • Verify whether the CSEU product requirements are embedded in the service mix;
    • Operationally verify the feasibility of upgrade success criteria
  • Other duties as required
  • Field intro support during ramp phase:
    • Act as a consultant to the local PL;
    • Support (not lead) escalations following the agreed CS EUV Upgrades WoW;
    • Add bandwidth to the local team for extra CCB, risk assessments, escalations and gaps in the service mix:
    • Act as a key interface to the Product Owner;
    • Coach on Project management methodology
  • Other duties as required

Education

  • Bachelor degree in Technology, Engineering and / or Physics,
  • Excellent leadership and management skills, minimum 5 years of professional leadership experience
  • Willing to travel up to 40%, up to approximately 5 weeks (continuous) at a time
  • Project Management certification (IPMA, PMP, PMBOK) is a strong plus

Experience

  • Experience in the semi-conductor industry is a plus
  • Knows and applies project management best practices
  • Excellent stakeholder management skills
  • Excellent written and verbal communication skills
  • Excellent organizational and planning skills
  • Excellent customer service skills, with an advanced understanding of customer relationship building
  • Excellent decision making skills and business judgment
  • Ability to adapt processes to improve inefficiencies and accelerate the reduction of upgrade cycle times
  • Structured approach to solving problems and implementing solutions to complex problems with available resources
  • Ability to define and track short and long-term goals and resources
  • High skill levels in the use of MS Word, Excel, PowerPoint, and electronic e-mail systems. Ability to use MS Project a plus
  • Significant strengths in one or more of the following are considered a plus: electronics; control systems; hardware; lasers; optical components and metrology; or vacuum systems

Personal skills

Effective project management,communication, analytical, perseverance, problem solving, and team oriented, mentoring and coaching skills

Context of the position

PHYSICAL DEMANDS AND WORK ENVIRONMENT
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • While performing the duties of this job, the employee routinely is required to sit; walk; talk; hear; use hands to keyboard, finger, handle, and feel; stoop, kneel, crouch, twist, reach, and stretch
  • The employee is occasionally required to move around the campus
  • The employee may occasionally lift and/or move up to 20 pounds
  • Will require 60% travel to the customer
  • Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus
  • Can work under deadlines
  • Must be able to work in cleanrooms were cleanroom and safety clothing/equipment are required
  • Schedule may vary considerably during upgrades at the customer, to include evenings and weekends as well as long hours
  • The environment generally is moderate in temperature and noise level
  • Must be able to read and interpret technical data, information, and documents
  • 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

EOE AA M/F/Veteran/Disability