CS - EUV HiNA Escalation Leader - Hsinchu

Customer support

Other technical job categories

In a nutshell


Hsinchu, Taiwan


Customer support

Work Experience

3-7 years

Job Category

Other technical job categories



Published: 30+ days ago Job ID: J-00256605-907

Introduction to the job

Are you a team player who want to be brilliant and visible in the ASML CS EUV organization? Apply this job to help CS by leading escalations logically and sharply with your communication skills to reach agreement among Local team, GSC and D&E to get the problem solved effectively.

Role and responsibilities

Drivecritical escalations efficiently and effectively as an administrator in FieldTechnical Support among CS Field site till the issue is resolved.
Communicateand strike to multiparty agreement among customer, local team, GSC, andD&E during technical escalation.
Helplocal organization to make concrete problem and help request toward GSCand D&E escalation properly and promptly.

Being a main point of contact for criticalescalations of the site:
To understand urgency and politicalsituation.
Support, identify, and resolveexceptions to the standard escalation process.
Leadingcross-competency and high complexity technical discussion.
Maintain local escalation WOW and holdstakeholders accountable to escalation procedures
Trigger onsite support request based onescalation process
Lead communication with escalationorganizations (incl. customer) and maintain SO priority
Ensure Service Order quality &thoroughnessincluding PCCSIM andescalation evaluation to identify lessons learned.
Monitor and drive escalation progress.
Execute CS Issue Resolution togetherwith Structural Issue PL in CIP team.
Flexibilityfor supporting & leading critical escalation
BeforeEXE HiNA shipment, need travel to NL, US for training and do peopleconnection.
Detailed contents will depend on the assignment from CS Field Technical Support Manager.

Education and experience

Bachelor(or above) degree in Science and Engineering (Physics, Mechatronics, Electronics, Chemistry, Aerospace Engineering, Process technology, etc.); or equivalent experience is desired.

At least 2 years of experience within ASML Customer Service or product related engineering position.


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 lead discussion logically and narrowdown problems effectively.
Proficient andfluent English conversation and presentation ability.
Be used to work undermulti-culture and nations of environment.
High awareness to the life cycle of escalationto drive escalation promptly.
Stress resistant and strong leadershipto difficult tasks.
Multiple tasking and have ability to setthe right priority.
Capability to identify the stakeholdersin the complex working environment.
Flexibility for oversea and domestic travelingbased on requirement.
Prominent communication skill to bridge localteam toward GSC and D&E
Strong commitment and Leadership with themindset of NEVER GIVE UP.

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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