19 days ago - req28479

Global Support Center Solving Power Project Lead

Customer support

Other job categories

In a nutshell

Location

Veldhoven, Netherlands

Team

Customer support

Experience

3-7 years

Degree

Master

Job Category

Other job categories

Travel

30%

Introduction

Do you have proven experience of managing projects globally and setting up new processes? Are you able to drive a breakthrough initiatives in a complex organization with measurable results? Identify issues and problems that impact the availability of ASML systems at different levels? Can you implement organizational changes in three different time zones (Europe, United States and Asia)? Would you like to contribute in getting Customer Support EUV ready for volume production by improving it’s solving capabilities and then capture this knowledge for the future? Do you have an explorative and holistic view on things which need to happen? Then this position might be just what you’re looking for!

Job Mission

As a senior project manager Global Support Center EUV you will be responsible for driving both Local Solving Power and Global Support Center solving power. Analyzing the data and the translation into improvement workstreams and driving executing to achieve the target settings in close collaboration with central and local teams worldwide. Local Solving Power is driven by analyzing the reasons for escalation to the Global Support Center/Development & Engineering and define and drive actions to solve these. You will be part of the Customer Service department, the Global Support Center EUV organization, that is responsible for solving technical issues 24/7 by providing expertise to the local Customer Support teams and prevent reoccurrence by driving structural improvements. You will report to Global Support Center EUV World Wide manager.

Job Description

Customer Support - Project manager:
•Owner of worldwide Customer Support EUV Solving Power with main goals:
a.Analyze service order influx data and translate into improvement initiatives, define, drive and execute improvements with regional and central teams to reduce the escalation service order influx to 3rd line technical support;
b.Drive initiatives to achieve KPI target setting such as Time to Diagnose by enabling local Field Service Engineers to solve issues independently;
c.Reduce capacity needed for trouble shooting by Reducing service order influx into Global Supper Center’s & Prevent escalations (Zero Repeat);
d.Improve Global Support Center Solving Power reducing the # of escalations to Development & Engineering;
e.Regular Reporting out on solving power at multiple levels (local sites and Global Support Center).
•Identify key improvements area via a pareto and create a blueprint for the improvement project.

•Collaborate with the Global Support Center, local sites and 4th line supporting organizations (Competence Engineering, Development & Engineering etc) so that cross departmental priorities are aligned.

•Driving organizational efficiency improvements with measurable results.

•Working alongside with the Global Support Center staff to adapt or implement closed loop processes into WoW to drive the improvements to solutions:
a.In the Global Support Center this will be via the service order review process;
b.For Local sites, this is to be determined;
c.Feedback to the Global Support Center and its stakeholders on the status and impact of the improvements;
d.Secure a successful continuation of the Customer Support Solving Power process.

•Knowledge manager for Global Support Center EUV, Ensure high level of Global Support Center EUV Skill level and Solving Power:
a.Define, setup and maintain a Skills Matrix for the different engineer roles in the department, Close collaboration with the group leads and continental manager to align on a training approach, process to keep up to date and skill gap closure (due to upgrades, new machine configurations) and current skill-sets within Global Support Center and facilitate the right knowledge transfers in time so we are ready for future products;
b.Align, setup and maintain a training plan for Global Support Center engineers;
c.Close collaboration with EUV Factory/First Line Support and Development & Engineering to explore job rotations x-department for learning;
d.Define, setup and maintain a Knowledge Storing platform so that essential knowledge is kept and available for future troubleshooting;
e.Setup a Knowledge Sharing process to help upskill the Global Support Center and the local teams.

Education

Bachelor or Master degree in engineering, or equivalent experience; knowledge of Electronics, Mechanics, Optics, Software, semiconductor processes, and related disciplines.

Experience

• 5+ years project management experience;
• 10 years or more experience working in larger organization, in international setting, preferably in a semiconductor industry;
• Proven capability in data analytics;
• Proven capability to work independent and ability to manage cross-sectoral projects;
• Knowledge of ASML machines and the ASML Customer Support Field organization is preferred;
• Proven experience with setting up new processes and implementing organizational change.

Personal skills

• Proactive, result driven;
• Strong in (data) analytics;
• Self-driven, independent;
• Collaborator and high level for cultural awareness;
• Excellent communication skills and team player;
• Strong Interest in ASML EUV technology and capable to understand from the experts a broad range of technical subjects;
• Excellent presentation skills and quality;
• Stress-resistant;
• Able to present and communicate up to 2 levels higher in the organization;
• Cultural awareness;
• Adequate English language skills in speech and writing.

We are looking for a service-minded project leader with a strong personal drive and strong change management skills. You need to be able to think in terms of processes and also step into the operation to achieve results. You will be a key interface between headquarters and the field organization so strong multi-cultural communication skills are a must. You must be a solution provider to the global team, a team player, pro-active, holistic worldview.