30+ days ago - req33538

CS - Global Support Center Software Engineer - Linkou

Customer support

Computer science & software engineering

In a nutshell

Location

Linkou, Taiwan

Team

Customer support

Experience

3-7 years

Degree

Master

Job Category

Computer science & software engineering

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 is to remotely solve technical challenges, however due to complexity of our products, an ASML Global Support Center (GSC) engineer often gets the opportunity to travel USA and Asia for problem solving at 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

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 organization is responsible to repair the systems as soon as possible. For this reason ASML ensures 24/7 support by covering 3x8 hours in 3 different continents with offices in the Netherlands, USA and Taiwan.
Each of the incidents seen at customer site are analyzed and documented to prevent similar incidents in future.

As a GSC engineer you are in charge to solve complex technical problems within your competency: Software. You are owner of the problems that were not solved by our local expert teams at customer site. The difficulties of technical problems are diverse with the phase of the systems maturity. Therefore you will face a challenging set of tasks and responsibilities:

1. Solving complex technical problems by remote analyzing data and creating deterministic forward looking action plans is key for a GSC Engineer;
2. Good alignment on expectations with the local team and your other GSC colleagues worldwide;
3. Involving additional help from development engineers helps to drive fast incident resolution;
4. On-site support when required to solve the problem at the customer site;
5. Start prevention process: Next to solving a technical problem a GSC engineer is responsible to start the process to prevent the issue of happening again in future. Collaboration with the departments such as CS Service Engineering is necessary to establish that goal;
6. Managing (technical) escalations, secure that the right data is available and provide routine updates to management and stakeholders;
7. Sharing knowledge and expertise amongst colleagues within the GSC and with local engineers increases the efficiency of our customer service. Travelling on-site when new system types are introduced to customers is an example of this aspect.

The diversity of technical problems encountered in the “Software” team requires a broad knowledge level. This makes that a GSC Software engineer interfaces a lot with other competences and Development and Engineering (D&E). A GSC software engineer grows very valuable general system knowledge. For this reason a job within this team is an excellent starting position for a career in a high tech environment. Growth possibilities in both technical and managerial directions can be thought of.

Software Competence
As a GSC Software engineer you will be responsible to troubleshoot & resolve issues related to equipment problems in the sub-competences: Computer Systems, being hardware and software; Data handling /Configuration tooling and Lot Operations embedded in automation and reporting. You will be analyzing the error log/ computer codes and will reproduce the error codes in an offline workstation. As a software engineer you will also coordinate adaptations and integrate patches. You will analyze the gaps and interact a lot with other competences and D&E. Basically you’ll often be the first point of contact in case the problems aren’t clearly related to a specific competence. This requires a strong analytical skill-set combined with clear and understandable communication.

Education and experience

Master degree in technical science (Physics, Mechatronics, Electronics, Chemistry, Aerospace Engineering, Process technology, etc.) We are also open for bachelors with 2-5 years of experience.

We are open for recently graduated engineers but also experienced engineers in a technical problem solving environment/ customer support experience.
Knowledge of ASML equipment on a specialized technical level is an advantage but not a necessity.
Affinity with Software issues is required; however this position doesn’t require hardcore coding skills. Knowledge about UNIX coding is an advantage!

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:

•“Get things done” mentality;
•Strong analytic and abstract capability;
•Pro-active initiating attitude;
•Flexible in working hours, work environment and travel on short notice (sometimes the same day)
•Ability to work in a highly pressured environment;
•Independent;
•Team worker;
•Strong communicator in English (Verbal and Written) (Dutch is a practical advantage);
•Good social skills;
•Customer-oriented;
•Ability to plan and set priorities.

The diversity of problems in a fast evolving company requires a continuous drive to stay updated and informed on new technologies, functionalities and products. Being eager to learn and absorb this knowledge are very valuable within GSC.

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 Customer Support Organization is responsible for the installation, qualification, repair and maintenance of the ASML systems at our customers' sites and is responsible for the necessary transfer of know-how to the customer. Local Customer Support branches (Field Support) perform these tasks at the customers within their specific region. The Global Support Center is responsible for providing technical support to the local CS branches in order to maximize ASML tool performance. The bolder of this position reports to the Working Supervisor Global Support Center Europe.

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