CS - DUV Global Support Engineer (ILP) - Linkou

Customer support

Mechanical engineering

In a nutshell

Location

Linkou, Taiwan

Team

Customer support

Experience

3-7 years

Degree

Master

Job Category

Mechanical engineering

Travel

10%

Published: 23 days ago Job ID: J-00261209-666

Introduction to the job

Are you a team player who wants to be the linking pin between problems seen at high tech customers and the solution in a multicultural environment? Then join us in our international team of technical experts. The goal is to remotely solve technical challenges, however due to complexity of our products an ASML Global Support Center (GSC) engineer often gets the opportunity to travel for problem solving at customer site (up to 30% of your time).

ASML produces high tech and high value products to semiconductor manufacturers. Downtime of these tools is very expensive for our customers. To minimize those costs ASML Customer Support organization is responsible to repair the systems as soon as possible. For this reason ASML ensures 24/7 support by covering 3x8 hours in 3 different continents with offices in the Netherlands, USA and Taiwan.

Each of the incidents seen at customer site are analyzed and documented to prevent similar incidents in future.

Role and responsibilities

A role as Global Support Center (GSC) Engineer in the ASML Customer Support department consists of a diversity of tasks and responsibilities. These tasks and responsibilities are varying with the phase of system maturity which makes the job challenging:

1.Solving complex technical problems by remote analyzing data and creating deterministic forward looking action plans is key for a GSC Engineer. It is important to have good alignment on expectations with the local team and your other GSC colleagues worldwide within this problem solving process. Involving additional help from development engineers helps to drive fast incident resolution. On-site support is often required to solve the problem at the customer.

2.Next to solving a technical problem a GSC engineer is responsible to start the process to prevent the issue of happening again in future. Collaboration with the departments Industrial Engineering and Development is necessary to establish that goal.

3.The diversity of problems in a fast evolving company requires a continuous drive to stay updated and informed on new technologies, functionalities and products. Being eager to learn and absorb this knowledge are very valuable within GSC.

4.Sharing knowledge and expertise amongst colleagues within the GSC and with local engineers increases the efficiency of our customer service. Travelling on-site when new system types are introduced to customers is an example of this aspect.

Education and experience

Master degree in technical science (Physics, Mechatronics, Electronics, Mechanical Engineering, etc.) or equivalent experience is desired

Preferably 2 or more years of experience as a Customer Support Engineer in a technical environment, as well as proven troubleshooting skills
Knowledge of ASML equipment on a specialized technical level is a pre

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:

“Get things done” mentality
Pro-active attitude
Strong analytical skills
Interpersonal abilities (Can relate well to others, both colleagues and customers)
Effective communicator in English (both oral and written)
Customer-oriented
Flexible in working hours, travel and work environments
Team player
Stress resistant

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

Illumination, Dose Control & Projection (ILP)

The general purpose of the ILP group is to ensure that our systems can provide uniform light and quality images to ensure good wafer exposure during production.
As a GSC ILP engineer you will be responsible to troubleshoot & resolve issues related to equipment problems in the sub-competences; Illumination (Systems complete optical light path), Dose control (Deep UV light source and control of its energy and intensity) and the projection lens. This requires a strong analytical skill-set combined with clear and understandable communication. Next to that it is required to have affinity with hands-on skills.

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