MPS Customer Support Engineer

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.

You must be work authorized in the United States without the need for employer sponsorship.

Role and responsibilities

• The coverage area for this position is PA/NJ. Ideally, the candidate will live in or around Bethlehem, PA. 

• Install equipment at customer’s locations, including new equipment, upgrades and system relocations.

• Diagnose problems and make appropriate repairs.

• Work with co-workers, customer & technical support in isolating and solving problems.

• Monitor, maintain and optimize equipment on a daily basis to enhance functionality and prevent problems.

• Advise users of appropriate actions to correct system malfunctions.

• Train customers in use and routine maintenance of equipment. Answer customer questions and assist customers in a professional manner.

• Perform administrative and coordination duties, including procedure changes, pass-downs, work orders, field service reports, system problem reports and monthly reports.

• Prepares written technical reports.

• Provide appropriate support and assistance to less experienced ASML personnel as necessary.

• Expediently escalate issues to supporting resources when necessary.

• Install equipment at customer’s locations, including new equipment, upgrades and system relocations. 

• Evaluate and diagnose problems and make appropriate repairs.

• Work with co-workers, customer, and technical support in isolating and solving problems. 

• Monitor, maintain and optimize equipment on a daily basis to enhance functionality and prevent problems.

• Advise users of appropriate actions to correct malfunctions in a timely manner.

• Train customers in use and routine maintenance of equipment. Answer customer questions and assist customers in a professional manner. 

• Perform administrative and coordination duties which include procedure changes, pass-downs, work orders, and field service, system problem, and monthly reports.

• Independently and accurately prepare written technical reports. 

• Provide appropriate support and assistance to less experienced ASML personnel as necessary.

• Non-exempt position requires up to 50% travel, and the willingness to work flexible shifts and extended hours including nights, weekends, and holidays.

• Valid driver’s license and passport required.

• Ability to travel in US and internationally.

Education and experience

• Associate degree or equivalent experience. 

• 3-7 years' experience.

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:

• 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.

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

Role within Office

Responsibilities:

• 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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