Continuous Improvement Lead - Customer Service

Introduction to the job

Do you have proven experience of managing projects globally and setting up new processes? Are you able to drive breakthrough initiatives in a complex organization with measurable results? Can you identify issues and problems that impact the availability of ASML systems at different levels? Do you want to implement organizational changes in three different time zones (Europe, United States and Asia) and do you have an explorative and holistic view on things which need to happen? Then this position might be just what you’re looking for!

Role and responsibilities

As Continuous Improvement Lead you will be responsible to create a fit for the future service model, implementing this in a running worldwide organization, transforming it to a pro-active and predictive service model with lower unexpected downs and higher local solving/preventing power. Analyzing data and translate this into improvement workstreams that drive the execution into increased performance. All will be done in close collaboration with central and local teams worldwide. Local solving/preventing power is driven by analyzing the reasons for escalation to the Global Support Center/Development & Engineering and define and drive actions to prevent/solve these. You will be part of the Customer Service department, the Global Support Center EUV organization, that is responsible for solving technical issues 24/7 by providing expertise to the local Customer Support teams and prevent reoccurrence by driving structural improvements. You will report to Global Support Center EUV Program manager.

Within the role of Continuous Improvement Lead, you will have the following responsibilities:

• Owner and driver of worldwide Customer Support EUV Solving/Preventing Power
o Analyze solving power/ service order influx and translate into improvement initiatives;
o Drive and execute improvements to meet KPI targets together with the stakeholders;
o Regular reporting on multiple levels;
o Collaborate with the Global Support Center, local sites and supporting organizations (Competence Engineering, Development & Engineering etc) so that cross departmental priorities are aligned.

• Knowledge management: You are responsible for knowledge management in GSC
o Define, setup and execute pro-active/predictive support strategy;
o Define and execute training strategy;
o Define, setup and maintain knowledge platform.

• Driving organizational efficiency improvements

Education and experience

Education:

Bachelor or Master degree in engineering, or equivalent experience; knowledge of Electronics, Mechanics, Optics, Software, semiconductor processes, and related disciplines.

Experience:

• Proven experience in a high pressure service environment;
• Proven capability to work independent and ability to manage cross-sectoral projects;
• Proven experience with setting up new processes and implementing organizational change;
• Proven knowledge of Lean/Six Sigma methodologies (black belt is a plus);
• Knowledge of ASML machines and the ASML Customer Support Field organization is 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.

We are looking for a service-minded project leader with a strong personal drive and strong change management skills. You need to be able to think in terms of processes and also step into the operation to achieve results. You will be a key interface between headquarters and the field organization so strong multi-cultural communication skills are a must(be able to present and communicate 2 levels higher in the organization). You must be a solution provider to the global team, a team player, pro-active, holistic worldview.

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

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