CS Operations Manager

Customer support

In a nutshell


Hillsboro - OR, US


Customer support

Work Experience

8+ years



Job ID: J-00267090-979

Introduction to the job

ASML US brings together the most creative minds in science and technology to develop lithography machines that are key to producing faster, cheaper, more energy-efficient microchips. We design, develop, integrate, market and service these advanced machines, which enable our customers - the world’s leading chipmakers - to reduce the size and increase the functionality of their microchips, which in turn leads to smaller, more powerful consumer electronics. Our headquarters are in Veldhoven, the Netherlands, and we have 18 office locations around the United States including main offices in Chandler, Arizona, San Jose and San Diego, California, Wilton, Connecticut, and Hillsboro, Oregon.
The Customer Support Organization is responsible for the installation, qualification, repair and maintenance of the ASML systems at the customer site and is responsible for the necessary transfer of know-how to the customer. Local Customer Support branches perform these tasks for the customers within a specific region.

The holder of this position will report to the CS US EUV Director and will provide operational control, technical direction, employee development and leadership to the Hillsboro High NA CS Operations Team. The focus of this role is to support the introduction and start-up of High NA EUV scanners in Intel. In addition to leading the operations team, the you will be responsible for communication, coordination and alignment with the customer, D&E, EUV Factory, Account Team, and Marketing teams supporting High NA in Hillsboro. Successful execution in this role will enable ASML and our customer to meet the operational objectives,site customer commitments, site objective, and ASML business objectives.

This position requires 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.

Role and responsibilities

As a member of the EUV CS Leadership team, responsibilities include driving KPI’s focused on system maintenance of High NA tools, adequate staffing levels, productivity, and safety. The High NA Manager is expected to drive retention of staff by promoting an environment focused on development, engagement, and motivation in line with the ASML Vision and values.

  • Management: Instruct and support the activities and control the High NA program activities. Set priorities, solve problems and ensure timely and correct execution to conform to planning. Spend up to 30% of your time coaching and developing your people.
  • Safety: Ensure all operations are performed in a safe environment and drive towards an interdependent safety culture.
  • Quality: Ensure all operations, programs, and processes deliver results which meet or exceed Customer and ASML quality standards.
  • Project Execution: Engage resources to provide support for initiating, planning, and executing High NA projects for Customer Support in alignment with D&E, BL, and Account Team stakeholders.
  • Customer Interface: Be an ASML ambassador and represent the company towards the customer. In parallel represent the Voice of the Customer within the ASML organization to enable improvements to meet and exceed customer expectations. Continuously improve communication and performance of the Customer Support organization.
  • Customer Support Operation: Mobilize resources to provide service for ASML processes and tooling such that the High NA Operations Team can deliver customer satisfaction. Improve communication and performance within Customer Support organization. Work with ASML customer support organization to gather information and ensure service meets customer requirements.
  • Communication and collaboration: Improve communication between regional and international stakeholders. Drive team and self to engage in collaborative projects/activities to advance site-to-site matching or regional/global goals.
  • Account Support Team: Participate in the Account Support Team organization to align install schedule and specifications to customer and commercial needs. Ensure the conditions exist to avoid problems and to support the organization’s ability to deal with occurring issues effectively.
  • Other: Implement and improve policies, processes, procedures, data management and administrative controls within the site and region.
  • Strategy and policy: Develop policies and objectives for the Site and contribute to the development of the strategy on the next level.
  • Annual plan/budget: Develop, manage and ensure realization year plan/budget for the Site and gain approval of the plan.
  • Realization: Direct and drive the realization of planned results and of departmental contributions to cross-sector projects, monitor and decide on allocation of finances to remain within budget restrictions.
  • Organization development: Evaluate organizational design, processes and systems and initiate and implement changes and improvements.
  • People management and development: Attract, lead, coach, appraise and develop employees, ensure staffing and increase engagement.
  • Knowledge and information management: Keep up with internal and external developments and ensure development, transfer and retention of knowledge and information.
  • Management information: Provide insights regarding quantitative and qualitative developments by means of periodical and ad hoc reports and/or analyses.
  • Relations management: Build and maintain a network of internal and external stakeholders and partners and represent the organization.

Education and experience

  • BS degree in an engineering field, management or equivalent experience.
  • Experience managing a Customer Support organization and projects preferred.
  • 10+ years of experience with a minimum of 3 years in Leadership positions.


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:

  • Can observe and respond to people and situations and interact with others encountered in the course of work.
  • Can learn and apply new information or skills.
  • Must be able to read and interpret data, information, and documents.
  • Strong customer focus and commitment to customer satisfaction through prioritization, quality, efficiency and professionalism.
  • Ability to complete assignments with attention to detail and high degree of accuracy.
  • Proven ability to perform effectively in a demanding environment with changing workloads and deadlines.
  • Result driven-demonstrate ownership and accountability.
  • Identifies bottlenecks and drives improvements.
  • Work independently or as part of a team and follow through on assignments with minimal supervision.
  • Demonstrate open, clear, concise and professional communication.
  • Ability to establish and maintain cooperative working relationships with manager, co-workers and customer.
  • Work according to a strict set of procedures within the provided timelines.
  • People Development skills: drive the development of people, coach and give critical feedback.
  • Ability to inspire and motivate individuals and teams.
  • Strong Communications skills -communicates clearly and convincingly.
  • Excellent time management and delegation skills.
  • Ability to prioritize and organize actions effectively and efficiently.
  • Basic project management skills.
  • Self-starter that shows high drive, creativity, ambition and accountability.
  • Advanced analytic and problem solving skills, pays attention to detail and produces work that meets high quality standards.
  • Confidential.
  • Advanced analytic and problem solving skills, pays attention to detail and produces work that meets high quality standards.

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

  • The holder of this position reports to the CS US EUV Director and dotted line to the CS Site Director.
  • Position requires up to 40% travel, and the willingness to work extended hours including nights, weekends, and holidays.
  • Valid driver’s license and passport required.
  • Ability to travel in US and internationally.

Role within Office


  • Routinely required to sit; walk; talk; hear; use hands to keyboard, finger, handle, and feel; stoop, kneel, crouch, twist, reach, and stretch.
  • Occasionally required to move around the campus.
  • Occasionally lift and/or move up to 20 pounds.
  • May require travel dependent on business needs.
  • Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

EOE AA M/F/Veteran/Disability

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