6 days ago - req33477

Global Support Center Engineer

In a nutshell

Location

Veldhoven, Netherlands

Travel

30%

Introduction to the job

Are you a team player who is driven by providing difficult technical solutions on a daily base in a multicultural and highly dynamic environment? Then join us in our international team of technical experts!

The goal of this role is to remotely solve technical challenges, however due to complexity of our products, an ASML Global Support Center Engineer gets the opportunity to travel to the USA and Asia for problem solving at the customer site. A great way to meet people from different cultures and work at the most advanced lithography machine in the world!

Role and responsibilities

The holder of this position reports to a Group Leader in the Global Support Center (GSC) department. The position provides remote diagnostic support for the Customer Support (CS) organization and in some cases, onsite support to resolve issues. Engineers transfer knowledge for technical subjects as well as training the field engineers on the diagnostic software apps to increase field technical capabilities. The GSC also practices proactive machine monitoring in order to reduce unexpected downtime.

The GSC is comprised of multiple separate competency teams that cover the whole ASML tool. Engineers are expected to collaborate with other competencies to solve issues in a team atmosphere. Below are the actions and behaviors we expect from all GSC engineers:
•Troubleshoot and diagnose complex technical tool issues on ASML’s lithographic equipment escalated by customers to the GSC technical competencies of Illumination/Projection, Flow & Temperature, Wafer Stage/Wafer Handling, Reticle Stage/Reticle Handling, Software and Metrology/Sensors.
•Create deterministic action plans for diagnostics and solutions for our customers based on data analysis.
•Ensure daily competency updates to stakeholders and management (internal & external).
•Intake passdown from GSC Asia to clearly understand actions required for the upcoming shift.
•Update written and verbal pass downs of all ongoing escalation for GSC North America to assure 24x7 escalation support for customers without added delay.
•Share diagnostic skills and knowledge with worldwide GSC competency teams as well as customer support teams in the field thru the use of scheduled competency calls and competency workshops.
•During New Product Introduction (NPI), the engineer is expected to upskill on new features and support sites with the new platforms.
•Mentor and coach junior team members on competency knowledge and escalation process.
•Be a subject matter expert on all DUV Twinscan platforms for the assigned competency.
•Escalate to development engineering teams according to the committed escalation process and timeline.
•Proactively lead the development of continuous improvement action plans on all complex problems that have been solved.

Education and experience

Bachelor or Master degree in a technical field (Applied Physics, Aerospace engineering, Mechanical engineering)

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 to 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 analytic and abstract capability;
•Pro-active attitude;
•Flexible in working hours, work environment and travel on short notice (sometimes the same day);
•Ability to work in a highly pressured environment;
•Ability to work independent and in a team;
•Strong communication skills in English (both oral and written);
•Customer-oriented;
•Ability to plan and set priorities.

What do we offer?

• Read our labor conditions. and development opportunities.;
• A unique and challenging job within Customer Support at ASML;
• A work environment with an open culture and focus on results;
• Many opportunities for career growth worldwide;
• Courses and continuous training to develop your skills.

Watch the video below to learn more about ASML and the advanced systems we produce:

ASML IN 1 MINUTE.

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.

How to proceed from here?

Below you can find the process we follow to select the candidates with the best matching skills:

1. CV & cover letter review
2. Pre-screening call
3. Interview 1
4. Interview 2
5. Offer

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