Job Mission
Our sector Customer Support takes responsibility for the installation, qualification, maintenance and continuous improvement of our systems at customer location. Its mission is to deliver best-in-class customer satisfaction. Due to recent technology advancement seeking to augment our team with highly motivated and committed Engineers to work closely with - and be the interface between - our customers and engineers in ASML worldwide competency centers.
Job Description
1. 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 if necessary
2. 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, ensure follow-up
3. 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
4. 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
5. 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
6. Installation
Install equipment at customers locations, including equipment with new features, unload components, inspect for damage, assemble, align and test
Education & Experience
- Degree or Diploma in Electronics / Electrical Engineering/Mechatronics
- At least 2-3 years' working experience for Diploma holders (semiconductor industry preferred)
- Strong troubleshooting and analytical skills
- Good communication and interpersonal skills to work in a team and interact with customers
Other Information
- Able to do standby duty
- Able to travel overseas on short notice
