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.
The Technical Support Engineer (TSE) has a leading role in the team and interacts with the customer on diverse levels. They are involved in customer account team and/or site management. Along with solving almost all problems on his/her own, the TSE is responsible for routine troubleshooting and preventive actions based on pre-defined procedures and knowledge. They will define action plans on specific maintenance activities such as multiple days upgrades and troubleshooting and have a good understanding of standard escalation protocol. The TSE will work highly independently on diagnostics and maintenance, whilst being reviewed on end results.
Roles and Responsibilities
You’ll report to the Senior Team Lead, but you’ll also be part of the larger Customer Solutions & Support sector – where the in-fab installation and optimization of ASML products happens. 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, assess new information and adapt approach independently if necessary. Problem handovers and routing:
Handover problem or problem aspects to others (2nd / 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), ensure problem ownership is clear. Repairs:
Advise customer technical personnel in dealing with problems, together with customer technical staff and using manuals and guidance from 2nd and 3rd line support, use tools, replace parts, improve settings, to execute repairs. Procedures:
Arrange with customer machine time window to execute procedure, plan procedure, arrange for all (possible) parts, tools, equipment, and information/knowledge to be available at start of procedure, execute procedure, make necessary decisions/adaptations during procedure to realize optimal results. Training / advice:
Define and explain appropriate actions to users to correct malfunctions, train customers in use and non-routine maintenance of equipment, recommend changes in user procedures when needed. Process Optimization:
Provide input for improvement proposals. Knowledge build-up and transfer:
Teach others on ASML products, new and installed tools, manuals, ways of working etc., maintain and broaden own knowledge. Coaching:
Provide appropriate support and assistance to less experienced engineers and knowledge transfer. Education and experience
Bachelor's degree in relevant Technical Field (Computer Science, Data Engineering, Electrical Technology, Mechatronics, Mechanical Engineering, etc.) or equivalent combination of education, skills, and experience. Experience in semiconductor industry required. 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/sub-modules. Other information
This position requires access to controlled technology, as defined in the 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. Role within Office
Responsibilities: Shift schedule will be 10x4 swing shift in rotation with M-F office hours for 2024. 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. 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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You’ll report to the Senior Team Lead, but you’ll also be part of the larger Customer Solutions & Support sector – where the in-fab installation and optimization of ASML products happens. 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, assess new information and adapt approach independently if necessary. Problem handovers and routing:
Handover problem or problem aspects to others (2nd / 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), ensure problem ownership is clear. Repairs:
Advise customer technical personnel in dealing with problems, together with customer technical staff and using manuals and guidance from 2nd and 3rd line support, use tools, replace parts, improve settings, to execute repairs. Procedures:
Arrange with customer machine time window to execute procedure, plan procedure, arrange for all (possible) parts, tools, equipment, and information/knowledge to be available at start of procedure, execute procedure, make necessary decisions/adaptations during procedure to realize optimal results. Training / advice:
Define and explain appropriate actions to users to correct malfunctions, train customers in use and non-routine maintenance of equipment, recommend changes in user procedures when needed. Process Optimization:
Provide input for improvement proposals. Knowledge build-up and transfer:
Teach others on ASML products, new and installed tools, manuals, ways of working etc., maintain and broaden own knowledge. Coaching:
Provide appropriate support and assistance to less experienced engineers and knowledge transfer. Education and experience
Bachelor's degree in relevant Technical Field (Computer Science, Data Engineering, Electrical Technology, Mechatronics, Mechanical Engineering, etc.) or equivalent combination of education, skills, and experience. Experience in semiconductor industry required. 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/sub-modules. Other information
This position requires access to controlled technology, as defined in the 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. Role within Office
Responsibilities: Shift schedule will be 10x4 swing shift in rotation with M-F office hours for 2024. 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. 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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