1 day ago - J-00234899-092

Global Support Center Engineer (Software)

Customer support

Mechanical engineering

In a nutshell

Location

San Diego - CA, US

Team

Customer support

Experience

3-7 years

Degree

Bachelor

Job Category

Mechanical engineering

Introduction to the job

ASML US, including its affiliates and subsidiaries, bring 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, 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.

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 24/7 support from different continents. Each of the incidents seen at customer site are analyzed and documented to prevent similar incidents in the future.

A role as Global Support Center (GSC) Engineer in the ASML Customer Support department consists of a diversity of tasks and responsibilities. These tasks and responsibilities are varying with the phase of system maturity which makes the job challenging.

Role and responsibilities

The GSC Software Competency Engineer is responsible to troubleshoot and resolve issues related to the ASML EUV (Extreme Ultra Violet) Lithography equipment problems in the following competences: Computer Systems; including hardware and software, data handling, configuration tooling and Lot Operations embedded in automation and reporting.

The GSC Software Competency Engineer focuses on computer system hardware, operating system software, as well as network connection issues to the customers network. Software and computer hardware upgrades are also in scope. Diagnostics used are usually event log analysis and scripting to detect events causing software delays. System productivity is also in scope for the software team meaning delays in production need to be identified to determine which subsystem is causing throughput issues on the scanner.

The GSC Software Competence Engineer is often the first point of contact in case the "generated software error codes” are not clearly related to a specific competence. This requires a strong analytical skill-set combined with clear and understandable communication.

Major responsibilities include:

1. NPI preparation

During the NPI phase be assigned to the project in order to gain the required skills and knowledge to independently support field escalations. Be in charge of their own training plan and indicate what is required. Transfer and share gained skills and knowledge within worldwide GSC in order to establish and maintain equal GSC Continental support teams. Travel onsite during introduction phase support by delivering knowledge/escalation handling to 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 other GSC colleagues worldwide within this problem solving process. Involving additional help from development engineers’ help to drive fast incident resolution. On-site support is often required to solve the problem at customer sites. 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. Collaboration with the departments as CS Service Engineering is necessary to establish that goal.

3. Knowledge proliferation

Sharing knowledge and expertise amongst colleagues within the GSC and with local engineers increase the efficiency of our customer service. Engineer needs to mentor trainees and delivers feedback on potential improvements. In addition identify learning by use of Incident Repeat Prevention process and make sure that proper follow-up is secured. On-site supports are always accompanied with knowledge transfers to local organization. Integrating background information in action plans is a perfect way to increase the knowledge level of the local engineers.

Education and experience

Master or Bachelor’s Degree in computer science, computer information system, Electrical/electronic engineering are preferred.

  • Minimum 3-7 years relevant, work related experience is required.
  • Experience in Unix (Solaris), Linux (Oracle) or VxWorks programming
  • Experience in C/C++, Python scripting
  • Experience in network and framework security and motion control
  • Experience in Cisco Router
  • Experience in Fab automation (S.E.C.S)
  • Experience of working in a cross-cultural setup and daily communication to ones speak English as their 2nd language
  • Experience of working under pressure and deadline
  • Experience solving complex technical problems by analyzing data and creating deterministic forward looking action plans.

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:

  • 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.
  • Result driven-demonstrate ownership and accountability.
  • Identifies bottlenecks and drives improvements.
  • Ability to initiate / follow the process to prevent issues from recurring.
  • 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.
  • 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

  • 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 (30% domestic and international) 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.
  • 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.

This position requires in person collaboration onsite with our internal stakeholders to achieve business goals, it is allowed to work from home no more than 2 workday/week under ASML US Flexwork Policy.

This U.S. position is open to U.S. workers only. A U.S. Worker is someone who is either a U.S. Citizen, U.S. National, U.S. Lawful Permanent Resident, or a person granted Refugee or Asylum status by the U.S. Government. The Company will not sponsor a foreign national for this position

EOE AA M/F/Veteran/Disability

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