Global Support Center Engineer TB

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

Published: 30+ days ago Job ID: J-00242056-345

Introduction to the job

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 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 your own training plan and indicate what is required.
Transfer and share gained skills and knowledge within WW GSC in order to establish and maintain equal continental GSC continental support teams.
Onsite introduction phase support by delivering knowledge/escalation handling to local organization.

2. Technical problem solving within the Top/Bot competency team.

Solve complex technical problems by remote analyzing data and creating deterministic forward thinking action plans – Usually remotely.
Travel to customer site when not able to solve problem remotely.
Escalate to the next support level according to the committed escalation processes and timings.
Facilitate in escalations from the continental GSC’s (EU) towards the Factory (D&E, IE, manufacturing, etc.)

Next to solving a technical problem a GSC engineer is responsible to start the process to prevent the issue of happening again in future.

3. Knowledge proliferation

Mentor trainees and deliver feedback on potential improvements
Proliferate knowledge to the field organization at every opportunity
Integrate background information concerning the problem and the solutions in action/repair plans
Combine on-site support with knowledge transfers to local organization

  • May be required to be onsite at customer Fab / manufacturing environment.
  • Position will require traveling up to 30%.

Education and experience

  • Bachelor’s or Master’s Degree in technical science (Physics, Mechatronics, Electronics, Process technology, Aerospace Engineering) or equivalent experience.
  • At least 2 – 5 years of relevant, work related experience. Demonstrated experience in:
  1. DITS Maker (Tracing)
  2. MATLAB
  3. One-Note
  • Experience solving complex technical problems, analyzing data and creating deterministic forward thinking action plans.
  • Experience delegating work ensuring issues are addressed and completed.
  • Experience mentoring and / or training others and tracking / documenting progress.
  • Skilled obtaining data from systems and conducting analysis.

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.
  • 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.
  • 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.

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.

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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