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. Executes system Upgrade & Installations and Relocations and provides technical support for other CS activities when needed. Conducts mostly well-defined tasks, with a higher degree of independency and under limited supervision.

Requirements

Requires flexibilty and openess to accommodate various work settings, locations and interactions/collaborations with different colleagues. Experienced UIR Engineer with BSc degree in relevant Technical Field (Electrical Technology, Mechatronics, Mechanical Engineering, etc.) or equivalent experience. Experienced in technical industry is required and/or semiconductor industry experience prefered. Experience in using computer applications, including data analysis tools, spreadsheet, and presentation software.

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, consult with others.

Problem handovers and routing

Handover problem or problem aspects to others (2nd 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).

Installation

Install equipment at customers locations, including equipment with new features, unload components, inspect for damage, assemble, align and test.

Upgrade

Execute hardware installation and perform system setup/recovery for upgrade packages as well as support locally owned field swaps by working according to an up-to-date plan and following the sequence. Provide feedback during execution in order to improve cycle time and performance.

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 procedure.

Process Optimization

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

Training / advice

Explain appropriate actions to users to correct malfunctions, train customers in use and routine maintenance of equipment, recommend changes in user procedures when needed.

Knowledge build-up and transfer

Maintain and broaden own knowledge, shares best known methods within the work group.

Coaching

Provide appropriate support and assistance to less experienced engineers on first tasks.

Inclusion and diversity

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 inclusion and diversity is a driving force in the success of our company.

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