Machines at customer sites
Customer Support roles
ASML has more than 4,000 extremely complex machines in customer fabs (fabrication plants) around the globe. A machine that’s ‘down’ can cost customers thousands of euros per minute, so our Customer Support team works hard to keep them running 24 hours a day, 365 days a year.
To ensure our customers make the most effective use of our hardware and software, Customer Support includes over 30 different types of roles spanning engineering, program management, project and process development.
Working in Customer Support
Frontline engineers in our Customer Support (CS) department get to see ASML’s technology in action. Working alongside customers such as Intel, Samsung and TSMC in their fabs, CS engineers aim to detect problems before they can impact production. They maintain a bird’s-eye view of the situation, liaising with their CS colleagues working in the office and back in Veldhoven. CS also works closely with colleagues from other departments, including Sourcing & Supply Chain, Development & Engineering, our factories and more in a collaborative effort to bridge design and application of ASML technology.
Although frontline customer support engineers are dedicated to a specific customer fab, others travel globally to support system-down escalations, installation or relocation of machines, and more. Whether you’re a generalist who loves to travel and experience the fast pace of production inside a fab, or a specialist who’d rather stay in one place and provide advice for particularly tricky problems, there’s a place for you at ASML.
Our Customer Support organization
In addition to opportunities working with and near our customers, ASML Customer Support also has more than 1,000 employees at our headquarters in Veldhoven, the Netherlands. These employees support their colleagues in the field and work to bring the voice of our customers back to the broader ASML organization. They focus on new product introduction, high-volume manufacturing, applications (focusing on our metrology & inspection products) or central services (providing training, process development, and new tooling for customer support employees worldwide).
“Being a customer support engineer is extremely rewarding because it allows you to work with a team to investigate and troubleshoot problems in a wide range of difficulty. It challenges you every day to chase that ‘high’ of successfully solving the puzzle!”
- Audreyana Foster, customer support engineer in Hillsboro, Oregon
Train on the job
Our machines are so complex that customer support engineers often need months of training. If you’re starting a job at one of our customer sites, you’ll likely spend time getting up to speed at one of our training centers in Taiwan, South Korea, or the Netherlands. Our EUV technology training center is located in Tainan, Taiwan.
Using technology to service technology
ASML not only makes the most advanced machines in the world – we also use cutting-edge technology to service those machines. From advanced diagnostics developed using machine learning to the use of augmented reality using Microsoft HoloLens technology, our team is always pushing the limit, not only of what’s possible with or machines, but also of how we service them.