Customer Support Engineer

In a nutshell

Location

Austin - TX, US

Published: 30 days ago Job ID: J-00243083-197

Introduction to the job

ASML US 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 Chandler, Arizona, San Jose and San Diego, California, Wilton, Connecticut, and Hillsboro, Oregon.

The Customer Support Organization, with offices in different regions, is responsible for the installation, qualification, repair and maintenance of the ASML systems at the customer site and is responsible for the necessary transfer of know-how to the customer.

The Customer Support Engineer (CSE), an ambassador for ASML, must be the first line of support for the repair and maintenance of the ASML Systems. The CSE will interface with the customers, peers, local 2nd line support and staff management to assure timely and accurate support. The CSE must be able to clearly communicate between key stakeholders of technical, organizational and operational stakeholders in relation to driving availability to their specific customer.

Role and responsibilities

  • Install equipment at customer’s locations, including new equipment, upgrades and system relocations.
  • Diagnose problems and make appropriate repairs.
  • Work with coworkers, customer & technical support in isolating and solving problems.
  • Monitor, maintain and optimize equipment on a daily basis to enhance functionality and prevent problems.
  • Advise users of appropriate actions to correct system malfunctions.
  • Train customers in use and routine maintenance of equipment. Answer customer questions and assist customers in a professional manner.
  • Perform administrative and coordination duties, including procedure changes, pass-downs, work orders, field service reports, system problem reports and monthly reports.
  • Prepares written technical reports.
  • Provide appropriate support and assistance to less experienced ASML personnel as necessary.
  • Expediently escalate issues to supporting resources when necessary.
  • Install equipment at customer’s locations, including new equipment, upgrades and system relocations.
  • Evaluate and diagnose problems and make appropriate repairs.
  • Work with coworkers, customer, and technical support in isolating and solving problems.
  • Monitor, maintain and optimize equipment on a daily basis to enhance functionality and prevent problems.
  • Advise users of appropriate actions to correct malfunctions in a timely manner.
  • Train customers in use and routine maintenance of equipment. Answer customer questions and assist customers in a professional manner.
  • Perform administrative and coordination duties which include procedure changes, pass-downs, work orders, and field service, system problem, and monthly reports.
  • Independently and accurately prepare written technical reports.
  • Provide appropriate support and assistance to less experienced ASML personnel as necessary.
  • Non-exempt position requires up to 50% travel, and the willingness to work flexible shifts and extended hours including nights, weekends, and holidays.

Education and experience

  • Position requires a BS degree in an Engineering field, or equivalent experience.
  • 2-5 years experience on ASML PAS systems is preferred.
  • Mechanical aptitude and knowledge of pneumatics, hydraulics, electronics, and semiconductor processes, and relevant software.
  • Demonstrated experience using computer applications, including data analysis tools, word processing, spreadsheet, and presentation software.
  • Ability to train and mentor Engineers and customer employees.

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 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.
  • Willingness to continue learning and growing in a professional environment is a must.
  • Clear and effective communication skills.

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

Role within Office

Responsibilities:

  • 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 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.

Role at the Customer Site

  • Work is conducted at a customer site and requires familiarization with customer rules and policies regarding worksite behavior and safety.
  • Expect to spend more than 50% of the time inside the clean room working with electromechanical equipment.
  • At times, job requires standing for long periods of time and moving tools and equipment up to 50 lbs. in weight unaided.
  • Position works under the direction of a Manager, Supervisor, or Sr. Engineer.
  • Valid driver’s license and passport required.
  • Ability to travel in US and internationally.

EOE AA M/F/Veteran/Disability

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