At ASML, the customer always comes first. With more than 6,000 customer support employees, including service engineers and applications specialists, we work round-the-clock to make sure our systems in our customers’ fabs are running smoothly.
There are thousands of systems in customer fabs across the globe. Our customers want to keep these machines running 24 hours a day, seven days a week, 365 days a year. A machine that’s ‘down’ can cost customers thousands of euros per minute, so our service engineers work hard to make sure that doesn’t happen. To prevent ‘unscheduled downs’, ASML customer support uses deterministic diagnostics and other predictive methods to optimize maintenance and upgrades together with our customers’ production schedules.
To ensure quality throughout all of our processes, ASML holds a global ISO 9001:2015 certification. This standard relates to ‘worldwide design, development, sales, manufacturing, marketing, and product support of advanced systems and software used for semiconductor lithography, inspection, and metrology,’ which was renewed on December 1, 2020. ASML did not have any product recalls in the period 2018-2022.
Working in Customer Support
In our Customer Support team, we have over 30 different types of roles for both generalists and specialists with a range of different experience profiles.
Find out what it’s like to be part of this team.
Next-day parts delivery
Thanks to our streamlined logistics process, we are able to fulfill more than 99% of all parts requests within 24 hours. Across our global inventory, we minimize unexpected downtime by ensuring that spare parts are stored close to customer systems.
Accelerate your fab performance
We offer tailor-made solutions to continuously improve our customers’ installed base performance in a rapidly changing environment. Our applications specialists work together with our customers to gather information and use it to optimize products according to the customers’ production requirements.
To supply these solutions, we rely on our vast database of best practices and performance benchmark studies, as well as our performance monitoring software that can identify potential productivity deficiencies in the customer fab. The information doesn’t just get lost in a void: We organize on-site knowledge transfer sessions to keep your engineering staff up to date with the latest yield enhancing methodologies and techniques.
Partners in innovation
Our goal is to work not just for also but with our customers, partnering with them to ensure success in terms of performance and process. Our customer support organization is the voice of the customer back into ASML. Customer support shapes and drives both in-field operations as well as alignment and collaboration with customers, so that we can develop products that meet their needs.
When a customer needs to relocate a machine, we make sure the process is a smooth one, eliminating inefficiencies and minimizing cycle time. We use an easily implementable project approach that includes planning, materials, and engineering support, performed by qualified and skilled install engineers and using ASML standard sequences and procedures. Rental of required tooling and materials is included. Within the same project, we can also refurbish or upgrade customer systems to bring these systems back up to their original performance.
Our secure centralized customer portal CustomerNet contains both general and tailored information, including training information, computer-based trainings, up-to-date electronic documentation, and downloads of ASML-specific software tools.
At ASML, our goal is to improve the capabilities of not only our own engineers, but the customers’ as well. Our training centers in the Netherlands and Taiwan offer formal learning programs that cover people, processes and products, using various learning methods including instructor-led training, web lectures and hands-on training. These programs provide the right skills, processes and knowledge to troubleshoot and maintain our products at customer sites.