CS - Expertise Support Officer "6 months contract" - Hsinchu/ Tainan

Customer support

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In a nutshell

Location

Hsinchu, Taiwan

Team

Customer support

Experience

0-2 years

Degree

Bachelor

Job Category

Other job categories

Travel

10%

Published: 30+ days ago Job ID: J-00243527-029

Introduction to the job

We Planning & Control team is under the Regional Customer Support Operations Support department, driving the long-term operational strategy, execution and performance from the current to the targeted states to transcend the level of operation. The team members consist of two Capacity Planners and 8+ Service Coordinators to cover TW CS all sites.

Role and responsibilities

The team’s jobmission focuses on the following:
Shape & Drive at external operational teams
Share and Support at internal OPS department
Quality of Service Order fromsimple to complex level
Efficiency of Service Orderhandshake (to final closure) process

The ExpertiseSupport Officer would support Service Coordinators in below domains:
Shape & Drive at external
Drive CS manager on controllingindices such as time writing (pending hours, weekly 60hr violation, monthlyOT 46hr violation), Utilization Rate, old Open Service Order (>90days), etc.
Report out in OPS dept. meetingand other segment meetings about above indices.
Drive CS engineer on time writingtimely release, frequent errors and SO incorrect booking reduction, and otheragreed scopes.
KT & first line support toboth CS manager and engineer on, eg. time writing, MHO, SAP functionalities;collect and provide user feedback (issues, improvements) to dev. teams.
Drive Account Team on lead time ofsigning or renewing commercial contracts, OSO definition (billable or not)and DST agreement and prep, and other agreed scopes.
Share and Support at internal
Involve in building Best Knowledge Method (BKM) on any of the abovegoals, eg. share, clarify, coordinate, lead in eg. internal meetings; act onBKM’s implementation.
Raise voice of frustration, help needed.
When needed, flexibly support other Service Coordinators or team’semerging tasks, eg. KT to new SCs.
Quality
Process non-billable and billable SO with accurate data and correcthand-shake owner to avoid rework in later stage; knowledge about right datasource.
Handle SO issue, correction, trouble-shooting; feedback on structuralissues and indicate correct solution owner.
Efficiency
Standardize work overview and productivity.
Be able to foresee workload and complexity, plan ahead, and raisehands in case help needed.

Education and experience

Bachelor degree

MS Excel and other data tooling capability.
Good command of English.
Work experiences in IT, data analytics for manufacturing section preferred.
SAP experience preferred.
1+ year within ASML Customer Support organization preferred.

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:

Able to investigate and maintain data in multiple IT tools, with logical and analytical capabilities
Able to find and solve problems within own team or with external stakeholders to reach alignment and achieve targets
Team player with a proactive attitude, flexible and supportive, and highly committed
Able to work with international teams and drive immediate effectivity and efficiency

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 Officer position is 100% dedicated to the Planning & Control team in Regional Customer Support Operations Support departmentfor Taiwan and Singapore. Team members are holding strong partnership with managers and engineers in all sites in TW.

Weekdays occasional Over Time (OT); general operational and project support are needed.

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