30+ days ago - req30980

Software Customer Support Engineer

Customer support

Other technical job categories

In a nutshell

Location

Chandler - AZ, US

Team

Customer support

Experience

3-7 years

Degree

Bachelor

Job Category

Other technical job categories

Introduction to the job

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.

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.

Role and responsibilities

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. Local site Customer Support branches perform qualification, repair and maintenance for the customers within the specific region.

The Job Mission involves being an essential part of a site start-up Customer Support team for tsmc as they start-up a new high tech fab the north of Phoenix, AZ. As such, members of this start-up team will leave for business travel in Taiwan in order to learn the technical, operational, and cultural differences of the customer and the local ASML organization. Once the requirements obtained during business travel are complete, the team will locate in Arizona to provide top notch service for tsmc as they start-up and ramp their production to HVM in the United States.

The Software Customer Support Engineer (CSE) 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 knowledge to the customer. Next to that, the CSE is engaged in tool health monitoring. The CSE is also expected to define and drive continuous improvements at the local site.

Software CSE main responsibilities:

  • Ensure a Safe environment at any time while performing any service action.
  • Install equipment at customer’s locations, including equipment with new features, unload components, inspect for damage, assemble, align and test.
  • Troubleshooting on the Scanner's Computer System, performing Software installation, and Patch installation.
  • Analyze applicability, accuracy and adherence to design specifications.
  • Evaluate and diagnose problems and make appropriate repairs.
  • Expediently escalate issues to supporting resources when necessary.
  • Work with co-workers, customer & field support in isolating and solving problems.
  • Maintain and optimize equipment daily to enhance functionality and prevent problems.
  • Train customers in use and routine maintenance of equipment.
  • Answer customer questions and assist customers in a professional manner.
  • Act as a resource for users on routine malfunctions.
  • Advise users of appropriate actions to correct malfunctions and may recommend changes in user procedures.
  • Perform administrative and coordination duties, including pass-downs, work orders, field service reports, system problem reports, and monthly reports. Prepare written technical reports on an independent basis.
  • Provide appropriate support and assistance to less experienced ASML personnel as necessary.
  • The holder of this position reports to the DUV Technical Support Manager and provides indirect and direct support to customers, and direct escalation and technical support to operations.

Education and experience

  • Position prefers a BS degree in an Engineering field or equivalent experience.
  • Engineers with at least 3 years of ASML DUV lithography/Yieldstar experience preferred.
  • Demonstrated experience using computer applications, including data analysis tools, word processing, spreadsheet, and presentation software.
  • Ability to train and mentor Engineers and customer employees.
  • Verbal and written language skills in English.
  • 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 a 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 managers, co-workers and customers.
  • Work according to a strict set of procedures within the provided timelines.

Skills

Working at the cutting edge of tech, you’ll always have new challenges and new problems to solve – and working together is the only way do that. You won’t work in a silo. Instead, you’ll be part of a creative, dynamic work environment where you’ll collaborate with supportive colleagues. There is always space for creative and unique points of view. You’ll have the flexibility and trust to choose how best to tackle tasks and solve problems.

To thrive in this job, you’ll need the following 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.

Diversity & Inclusion

ASML is an Equal Opportunity Employer that values and respects the importance of a diverse and inclusive workforce. It is the policy of the company to recruit, hire, train and promote persons in all job titles without regard to race, color, religion, sex, age, national origin, veteran status, disability, sexual orientation, or gender identity. We recognize that diversity and inclusion is a driving force in the success of our company.

Other information

  • Customer site requires ASML employees to be fully vaccinated against COVID 19, barring an approved medical or religious exemption.
  • Position may require business travel in Taiwan to learn the technical, operational, and cultural differences of the tsmc customer and local ASML organization. Upon completion, the team will locate in Arizona to support tsmc at their new site.
  • Position initially requires up to 40% travel, and the willingness to work extended hours including nights, weekends, and holidays.
  • Valid driver’s license and passport required.
  • Ability to travel in the U.S. and internationally.

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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