Escalation manager FLS (shifts)

Introduction to the job

Are you a team player that likes to take a leading role in managing escalations and coordinating technical issues in a manufacturing environment? Then ASML is looking for you!

Find out more: ASML IN ONE MINUTE.

Role and responsibilities

In this job at ASML you will be an escalation manager of a large (~130 FTE) engineering team, which job is to troubleshoot technical problems on ASML’s NXE/EXE systems in the EUV Factory (EF). This team is called First Line Support (FLS).

As an escalation manager of the FLS team at ASML, you'll:

• Be the single point of contact:
  Clear ownership, single point of contact (SPOC).
  Report status of disturbances (with the problem owner).
• Facilitate:
  Take the lead to organize and manage the team.
  Chair and lead escalation meetings.
  Arrange stakeholder involvement.
• Drive progress:
  Secure continuity, thinking ahead.
  Identify and close gaps which slow down the resolution time.
• Customer satisfaction:
  Report and manage expectations towards customers and management.
  Alignment to customer expectations and urgency level.
• Process adherence:
  Apply problem solving techniques.
• Continuous improvement:
  Analysis, lessons learned, drive for continuous improvement.
  Escalation Management process owner.

The job has a lot of exposure to (EF) higher management in both factory progress and projects. You will work in close contact with management. It is potentially an ideal step stone to a leader or manager position.

Education and experience

We are looking for candidates with a BSc or MSc degree, with at least 4 years of experience in escalation management. Next to that, it's important to have the following skills:

• Troubleshooting and disturbance management.
• Project management.
• Stakeholder management.
• Affinity with production / factory and engineering.

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.
To thrive in this job, you’ll need the following skills:

• Perfect social / communication skills.
• High sense of responsibility and devotion; cope with stress, emotion control.
• Good organizational skills and presentation skills.
• Adequate English communication skills in speech and writing.
• Team player and flexible.
• Structured and transparent way of working.
• Broad technical and business knowledge.
• Decision maker, set priorities, delegate tasks.
• Very active, plenty of initiative.

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

In production we have EF-SystemOwners which coordinate the progress of a system build in the factory and during system install at the customer. In case of disturbances the support engineer organization steps in and the coordinator of the disturbance progress is the operational coordinator. So you will work closely together with the system owners and EF group-leads. The NXE factory is responsible for both production and installation of NXE systems.

As an escalation manager, you will:

• Report to the Group Lead of EF support (EF-FLS). You will be part of the FLS staff and joins staff meetings.
• Work in shifts (VIS-schedule): mild shift schedule containing 10 dayshifts, 5 evening, 1weekend in 4 weeks (no night). Shift allowance 18.1%.
• Generic for support: call-out support during public holidays. Willing to travel to customer site if local coordination is required (very low frequent).
• Work on an ABW-desk (activity based working) and you will get a mobile phone and laptop.

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 ASML to proceed with candidates who are immediately eligible to access controlled technology.

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