Engineering Internship: Projects for the Global Support Model

Customer support

Other technical job categories

In a nutshell

Location

Veldhoven, Netherlands

Team

Customer support

Degree

Bachelor

Job Category

Other technical job categories

Published: 30+ days ago Job ID: J-00251514-394

Introduction

Are you a bachelor or master student in Industrial Engineering & Management, Physics, Mechanical Engineering or Data Science? Would you like to work in a technical environment and flourish in a multi-cultural setting? Are you a true “go getters”? Then this internship could be interesting for you!

Background information


ASML Customer Support (CS) is responsible to service a global installed base of thousands machines in a 24x7 operation with >6000 employees worldwide.

Within customer support, the central support departments are responsible to support the field teams who are located at customer sites all around the world. Examples of the type of support delivered are; engineering support, root cause analysis of machine breakdowns, diagnosing a machine problem, providing action plans etc.

The program called Global Support Model (GSM) is preparing this support organization for the future and our next challenges. Using several workstreams, the GSM program is supporting the different Customer Support departments with their roadmap execution. The fundament of the program is to drive alignment and finding synergy between the different departments.

Your assignment


Within and under guidance of our GSM program, you will be tasked with one or two projects which bring benefits for all CS departments. There are two projects: close the loop and pro-active support. However, depending on progress of the program the final scope of your project will be agreed with you once you start.

Option 1: project close the loop
The objective of the close the loop project is to reduce the number of escalations with the same root cause. An important deliverable of this project is to be able to measure the amount of repeated escalations towards the support department. With hundreds escalations per month it is quite a challenge to measure the repeated escalations in an automated manner.
Your activities:

  • Setup an automated measurement for repeat escalations per CS segment.
  • For equipment errors (error code based) using the existing database of failure modes
  • For performance errors (non-error code based) apply the concept of ‘failure modes’ to develop a method for measuring repeats.
  • Integrate the repeat measurement based on failure modes with existing structural solutions processes
  • Identify deliverables required from other ASML departments to get our repeat escalations measurement operational
  • Identify which process changes are required for our field engineers to close the loop.

Option 2: project pro-active support
The objective of pro-active support is to address the risks seen by locals before turn into an escalation. Today there is little capacity in the support departments to respond to questions from the field teams. Consequence is that some of those questions turn into an escalation later on.
Your activities:

  • Develop a pro-active support model together with representatives from the support organization and a field team. Out of the box thinking is required to develop a model which has added value over the already existing support channels.
  • Benchmark pro-active support models with other companies or with literature
  • Estimate the business benefit of the chosen support model and amount of resources required to make this operational
  • Identify which deliverables are needed from other ASML departments
  • Where possible, make the pro-active support model operational

This is an unique opportunity to look behind the scenes of and contribute to our global support organizations. Work with us to establish direction for the future success of ASML Customer Support.

Your profile


To be the perfect match for this internship assignment, you:

  • Are a bachelor or master student in Industrial Engineering & Management, Physics, Mechanical Engineering or Data Science;
  • Have a high interest for service development;
  • Are proactive, communicative and enjoy connecting with people;
  • Speak and write English proficiently.

Please note that we may only consider students who remain enrolled at their educational institution for the whole duration of the internship.

Diversity and 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

Change the world – one nanometer at a time
Become an intern at a Dutch company that’s a global industry leader. You’ll gain valuable experience in a highly innovative environment – one that sparks your imagination and creativity. In addition to a monthly internship allowance of maximum €600 (plus a possible housing and/or travel allowance), you’ll get practical guidance from experts in the field and the chance to work in and experience a dynamic team environment.

ASML: be part of progress
ASML is a high-tech company headquartered in the Netherlands. We manufacture the complex lithography machines that chipmakers use to produce integrated circuits, or computer chips. What we do is at the heart of all the electronic devices that keep us informed, entertained and connected. Every day, you use electronics that simply wouldn’t exist without our machines.

Behind ASML’s innovations are engineers who think ahead. The people who work at our company include some of the most creative minds in physics, electrical engineering, mathematics, chemistry, mechatronics, optics, mechanical engineering, and computer science and software engineering.

We believe we can always do better. We believe the winning idea can come from anyone. We love what we do – not because it’s easy, but because it’s hard.

Students: getting ready for real-world R&D
We’re a global team of about 29,000 people of 120 different nationalities and counting. Headquartered in Europe’s top tech hub, the Brainport Eindhoven region in the Netherlands, our operations are spread across Europe, Asia and the US.

In such an environment, your colleagues may be sitting next door, or they could be thousands of kilometers away in a different country – or even working for a different company.

An internship at ASML is the opportunity to get to know not only the world of industrial-strength R&D, but yourself – you’ll discover just what excites you most. Will you design a part of the machine, or make sure it gets built to the tightest possible specifications? Will you write software that drives the system to its best performance, or work side-by-side with the engineers of our customers in a fab, optimizing a system to the requirements of the customer?

How will you be part of progress?

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