ASML

Context

The Customer Support (CS) organization is responsible for the installations, qualification, repair and maintenance of the ASML systems at customer sites and is responsible for the necessary transfer of know-how to the customer. Local site Customer Support branches perform these tasks for the customer within the specific region.

Anticipates, analyzes and solves complex technical problems escalated from first line support or the customer including in-fab support as needed. Conducts diagnostics and troubleshooting, including documentation under limited supervision within primary competency.

Entry level, acts as second line technical support based on general knowledge of the systems.

Requirements

BS degree in relevant Technical Field (Electrical Technology, Mechatronics, Mechanical Engineering, etc.) with experience or comparable working and thinking level. Experience in semiconductor industry preferred.

Specialized knowledge in the area of pneumatics, hydraulics or electronics, and semiconductor processes, and relevant software.

Experience in using computer applications, including data analysis tools, word processing, spreadsheet, and presentation software.

Has complete knowledge on product functionality of the main modules and complete knowledge of primary competency/subsystem.

Responsibilities

Problem analysis and approach

Gather all information relevant for the problem, analyze using available means, gather additional diagnostic info if needed, decide on initial approach to solve problem and execute, in consultation with others.

Problem handovers and routing

Handover problem or problem aspects to others (Sr. TSEs or 3rd line support), document and package all data relevant for problem resolution (e.g. pass-downs, work orders, field service reports, system problem reports, technical reports).

Repairs

Advise customer technical personnel and 1st line support in dealing with complex problems, use tools, replace parts, improve settings, to execute repairs. Able to resolve unexpected disturbances and provide countermeasures for primary competency with limited supervision.

Procedures

Based on arranged customer machine time window to arrange for all (possible) parts, tools, equipment and information / knowledge to be available at start of procedure, execute complex procedures.

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Training / advice

Explain appropriate actions to first line engineers and customer to correct malfunctions, train first line engineers and customers in routine and non-routine maintenance of equipment, recommend changes in user procedures when needed.

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Process Optimization

Signal gaps and improvement opportunities and reports it to the relevant stakeholders

Knowledge build-up and transfer

Maintain and broaden own knowledge, shares best known methods within their work group (site/cluster).

Coaching

Delivers basic technical knowledge and skills transfers to first line field engineers.

Job Mission

• The TSE will be interface with the customers, FSE, GSC support to assure timely and high service quality.
• TSE must be able to do issue diagnostic / escalation / structure issue implement to turn USD to SD including material preparation, package, return and confirmation.

Job Description

• Analyzes, diagnoses, and troubleshoots equipment problems via telephone or at customer site. 
• Conducts equipment troubleshooting, analysis, and debugging in support of operating activities.
• Ensures that parts are available and as specified for service requirements.
• Maintains appropriate tools are on hand and as required.
• Travels as required for the purposes of performing service activities for training and cross site support
• Uses company technical documentation and provides feedback for improvement.
• Shift module is required and includes night shift

Education

BS/MS major in Mechanical, Electrical/ Electro-optical, Controlling Engineering,/ Photonics, Physics or other related field

Experience

• Fab experience in the Lithography area is preferred
• Experience and knowledge of semiconductor manufacturing process is preferred

Personal skills

• Good communication skill and basic English Language skill

Context of the position

At customer sites / office

Travel %

15%

This position requires access to controlled technology, as defined in the United States Export Administration Regulations (15 C.F.R. § 730, et seq.). Qualified candidates must be legally authorized to access such controlled technology prior to beginning work. Business demands may require ASML to proceed with candidates who are immediately eligible to access controlled technology.

Diversity and 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.

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