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Project Lead Pro-Active Customer Support
In a nutshell
Introduction to the job
Do you have proven experience with managing projects globally and setting up new processes? And are you ready for a new challenge in which you drive breakthrough initiatives in a complex organization with measurable results? As Project Lead Pro-Active Support, you identify issues and problems that impact the availability of ASML systems at different levels. With your holistic and explorative view, you implement organizational changes in three different time zones (Europe, United States and Asia). Do you want to put your Project Lead skills into practice in ASML's Customer Support department? Then you should join the Global Support Center organization as Project Lead Pro-Active Support!
Role and responsibilities
To summarize, your main goals are:
Define, improve and run processes and organization lay-out for:
·Establishing short connections between the field (1st/ 2nd line) and the experts per competence
·Prepare and establish team meetings (with HoloLens) during parts of complex service actions
·Check for help with local teams if proactive monitoring (fab dashboard, delayed scheduled downs) suggest problems
·Establish helpdesk for SMIX questions (i.e. procedures, sequence, OCAP) and other minor questions
Use proactive support to drive the reduction of the NPI introduction dip:
·Maintain and improve NPI strategy in cooperation with NPI Project leader
·Drive learnings from NPI into new/ongoing platform introduction process
·Support NPI PL in identifying involved departments and modules per product
·Support NPI PM/PL in the creation of the support team.
·Drive and implement fast track issues resolution during NPI phase.
Education and experience
Bachelor or Master degree in engineering, or equivalent experience; knowledge of Electronics, Mechanics, Optics, Software, semiconductor processes, and related disciplines.
• +/- 8 years of experience within a high-pressure service organization similar to ASML;
• Proven experience with setting up new processes and implementing organizational change;
• Proven capability to work independent and ability to manage cross-sectoral projects;
• Proven experience in new product introduction;
• Proven knowledge of Lean/Six Sigma methodologies (black belt is a plus).
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.
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