2 days ago - req32885

Global Support Center Engineer

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 to the job

ASML 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 and San Jose, CA.

ASML produces high tech and high value products to semiconductor manufacturers. Downtime of these tools is very expensive for our customers. To minimize those costs ASML Customer Support (CS) organization is responsible to repair the systems as soon as possible. For this reason ASML ensures coverage during North America time zone. Each of the incidents seen at customer site are analyzed and documented to prevent similar incidents in the future.

Are you a team player who wants to be the linking pin between problems seen at our high tech customers and the solution in a multicultural environment? Then join us in our international team of technical experts. The goal is to remotely solve technical challenges. However, due to complexity of our products Global Support Center (GSC) engineers often get the opportunity to travel to the customer site (up to 30% of the time).

This position may require 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 the Company to proceed with candidates who are immediately eligible to access controlled technology.

Role and responsibilities

As a GSC engineer within the San Diego, CA, USA based Top/Bot competency team you will be responsible for escalation support to our worldwide field organization. This involves a diversity of tasks including:

1. New Product Introduction (NPI) preparation:
During the New Product Introduction (NPI) phase you are assigned to the project in order to gain the required skills and knowledge to independently support field escalations. You will travel onsite during introduction phase support by delivering knowledge/escalation handling to the local organization.

2. Technical problem solving within competency:
Solving complex technical problems by remote analyzing data and creating deterministic forward looking action plans is key for a GSC engineer. It is important to have good alignment on expectations with the local team and your other GSC colleagues worldwide within this problem solving process. On-site support is often required to solve the problem at the customer.

Another important task of a GSC engineer is to manage the (technical) escalation, secure that the right data is available and provide routine updates to management and stakeholders. Next to solving a technical problem a GSC engineer is responsible to start the process to prevent the issue of happening again in future.

Education and experience

Master’s or Bachelor’s Degree in technical science (Physics, Mechatronics, Electronics, Process technology, Aerospace Engineering) or equivalent experience.

8+ years, relevant working experience

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:

- Strong communicator in English (both oral and written).
- Strong analytic capability and a pro-active initiating attitude.
- Flexible in working hours, travel and work environments.
- Independent.
- Team worker, good social skills, customer-oriented.
- Able to plan and set priorities.

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

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.
-May require travel dependent on company needs.
-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 in the course of work.
-Can learn and apply new information or skills.

Position will require traveling up to 30%.

This position is located on-site in San Diego, CA. It requires onsite presence to attend in-person work-related events, trainings and meetings and to further ensure teamwork, collaboration and innovation. A flexible workplace arrangement may be available to employees working in roles conducive to remote work (up to two days a week).

EOE AA M/F/Veteran/Disability

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