28 days ago - req30240

Customer Support Engineer - UIR

Customer support

Mechatronics

In a nutshell

Location

Chandler - AZ, US

Team

Customer support

Experience

0-2 years

Degree

Bachelor

Job Category

Mechatronics

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

Within ASML, the sector Customer Support (CS) is responsible for the maintenance and continuous improvement of ASML systems at customer locations. One of the departments in this sector is CS Field Factory (FF) Relocations, which is responsible for providing planning and execution support to customers and other CS segments. The CS Relocation Field Generalist ensures onsite technical coordination of relocation execution and recovery.

The CS Field Factory Generalist provides the most cost efficient and flexible field service products which will enable customers to optimize their production processes and maximize their global manufacturing capabilities.

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

  • Collaborate and assist the Install, Relocation and Upgrades team, CS High Volume Manufacturing (HVM) and CS New Product Introduction (NPI) organizations to resolve technical issues ensuring synergy, shared objectives and on-time execution of projects.
  • Perform on-site technical support of FF projects including troubleshooting, escalation management, assisting with parts removal and replacement and relocation sequence preparation and tooling.
  • Optimize work processes and ensure timely availability of the right procedures and recoveries to bring the machine to the best performance level.
  • Performs problem and process analysis to facilitate dynamic circumstances and make timely changes to project plans.
  • Work in partnership with the Veldhoven project teams to ensure proper follow-up of issues and escalation actions.
  • Identify, document, and drive improvements to reduce project cycle time- fostering an environment of continuous improvement and quality outcomes.
  • Contribute to the daily reporting of project escalation issues and progress.
  • Evaluate the potential consequences and take proper actions to minimize impact on cycle time when issues arise.
  • Seek advice and obtain resources from other departments (Development, Factory, etc.) in cases where we are not able to solve the issue in time while ensuring adherence to proper escalation process.
  • Manage technical escalations, by ensuring that the right data is available and provide routine update to management and stakeholders.
  • Deliver technical support to contribute to rapid solutions and containment of complex technical issues.
  • Anticipate complex challenges and prevent issues from re-occurring by ensuring proper issue resolution in cooperation with the responsible project leader.
  • Transfer knowledge of product to local teams.

Education

Bachelor’s degree in Electrical Technology, Mechatronics, Mechanical Engineering, Physics, or Computer Science, or equivalent combination of education and/or experience.

Experience

  • Preferred: 3-5 years’ experience in the semiconductor industry and or working on Electronic, Mechatronic systems.
  • 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.
  • Strong technical, analytical and hands-on skills.
  • Demonstrate open, clear, concise and professional communications skills.
  • Strong process orientation with the ability to clearly document and share information.

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

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.

  • This position is a safety-sensitive position requiring the ability to operate heavy/complex machinery and work in a safe and alert manner
  • 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 required to move around the campus.
  • The employee may occasionally lift and/or move up to 50 pounds.
  • May require travel dependent on company needs.
  • Will be required to work compressed work week if there is business need.
  • 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.
  • The environment generally is moderate in temperature and noise level.
  • Must be able to read and interpret data, information, and documents.
  • Can observe and respond to people and situations and interact with others encountered during work.
  • Can learn and apply new information or skills.
  • Willingness to continue learning and growing in a professional environment is necessary.
  • 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.
  • Position will require travel up to 70%; flexible to travel on short notice and on frequent domestic or international travel if needed, with uninterrupted periods of up to 6 weeks in a row.
  • Position will require access to customer site locations.
  • Ability to work flexible shifts including nights, weekends and holidays.

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


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