Global Service Center Engineer - Customer Support ILP

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

Travel

10%

Published: 12 days ago Job ID: J-00245139-956

Job Mission

ASML Customer Service Organization handles several thousand technical issues per month. The Global Support Center provides technical support for the approximately 5% of issues that cannot be handled independently by the local service organization.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 CS 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 holder of this position reports to the Group Leader Global Support Center US

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 by covering 3x8 hours in 3 different continents. Each of the incidents seen at customer site are analyzed and documented to prevent similar incidents in the future

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.

Job Description

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.

  • NPI preparation:

During the New Product Introduction (NPI) phase you are assigned to the project in order to gain the required skills and knowledge to independently support field escalations. You will travel onsite during introduction phase support by delivering knowledge/escalation handling to the local organization.

  • 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 your other GSC colleagues worldwide within this problem solving process. On-site support is often required to solve the problem at the customer.

  • 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.
  • Position will require traveling up to 30%. Home base is the ASML office in San Diego.

Education

  • Bachelor or Master degree in engineering, or equivalent experience; knowledge of electronics, mechanics, optics, software, semiconductor processes, and related disciplines.

Experience

  • Minimum 2 Years of relevant, work related experience
  • Experience in troubleshooting on technical level
  • Knowledge of ASML products on a technical level
  • Experience within the ASML organization, specifically with CS and D&E.
  • Strong English communication skills – both written and oral

Personal skills

High sense of customer focus

High level of personal ownership, initiative and drive

Flexible mindset: working hours, travel and work environments.

Excellent communication skills (English, both oral and written).

Cultural awareness and the ability to work with different cultures.

Strong analytical and conceptual skills

Able to analyze working methods (processes), define and drive improvements.

Independent

Team worker, good social skills, customer-oriented;

Able to plan and set priorities

Context of the position

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 (specify domestic and/or international) dependent on business needs – specify percentage of travel.

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.

Other information

EOE AA M/F/Veteran/Disability


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