CS - EUV HiNA Escalation Leader - Hsinchu

Customer support

In a nutshell


Hsinchu, Taiwan


Customer support

Work Experience

4-9 years

Educational Background

Other technical backgrounds



Remote Work


Time Type

Full time

NEW Job ID: J-00256605

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

  • Drive critical escalations efficiently and effectively as an administrator in Field Technical Support among CS Field site till the issue is resolved.

  • Communicate and strike to multiparty agreement among customer, local team, GSC, and D&E during technical escalation.

  • Help local organization to make concrete problem and help request toward GSC and D&E escalation properly and promptly.

  • Being a main point of contact for critical escalations of the site:

  • To understand urgency and political situation.

  • Support, identify, and resolve exceptions to the standard escalation process.

  • Leading cross-competency and high complexity technical discussion.

  • Maintain local escalation WOW and hold stakeholders accountable to escalation procedures

  • Trigger onsite support request based on escalation process

  • Lead communication with escalation organizations (incl. customer) and maintain SO priority

  • Ensure Service Order quality & thoroughness  including PCCSIM and escalation evaluation to identify lessons learned.

  • Monitor and drive escalation progress.

  • Execute CS Issue Resolution together with Structural Issue PL in CIP team.

  • Flexibility for supporting & leading critical escalation

  • Before EXE HiNA shipment, need travel to NL, US for training and do people connection.

  • 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 narrow down problems effectively.

  • Proficient and fluent English conversation and presentation ability.

  • Be used to work under multi-culture and nations of environment.

  • High awareness to the life cycle of escalation to drive escalation promptly.

  • Stress resistant and strong leadership to difficult tasks.

  • Multiple tasking and have ability to set the right priority.

  • Capability to identify the stakeholders in the complex working environment.

  • Flexibility for oversea and domestic traveling based on requirement.

  • Prominent communication skill to bridge local team toward GSC and D&E

  • Strong commitment and Leadership with the mindset 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.


Learn more about this job

About the location