30+ days ago - req10257

Customer Support Engineer

Customer Support

Other technical job categories

In a nutshell

Location

Leuven, Belgium

Team

Customer Support

Experience

3-7 years

Degree

Bachelor

Job Category

Other technical job categories

Introduction

Do you want to be part of the field introduction of a new metrology platform from HMI? Do you know what engineers in the field need to execute their services on the new HMI ebeam tool? Can you design and build a service? Do you know how to start executing a project? Can you translate risks and issues of late and missing deliveries into containments? Can you work from a central location and work seamlessly with teams in the field supporting the customer site? Are you able to set-up and operate processes? Can you manage change and influence without power? If so then the role of project leader customer service is just the opportunity for you.

Job Description

-Execute preparation for service in the context of the HMI multibeam program according to the ASML PGP and the 6S fundamentals. The project leader will secure that both the product as well as the HMI organization is ready for field introduction of the new product. Additionally, the project leader prepares the CS inputs to the PGP key decisions.
-During the NPI phase, the CS PL secures that field status is visible and issues are clearly defined in the development location, and solutions are planned, verified, delivered, implemented and confirmed to address the issue.
-Identify key gaps in HMI service operation that prevent optimal roll-out of NPI products using the ASML PGP process. Propose and drive solutions.
-Report key KPI’s of tool performance ( XLD’s, availability, MTBI, MTTR ) and CS operations ( costs, DOA’s ). The project leader proposes solutions to address performance gaps.
-Train the San Jose HMI team on the service PGP fundamentals, so that they knowledge is shared and way-of-working copied to another product team.

Education

Bcs or Msc inelectrical engineering, physics, opto-mechanics or related field.

Experience

Ideal candidate has
-the ability to lead and define work in an environment with ambiguity. He/she has the capable of conceiving and maintaining a ‘global’ overview while actively driving operational details
-Knowledge of ASML PGP especially the CS deliverables and a strong cost awareness

Personal skills

Team player with strong communication skills and a drive for result

Other information

The position reports into the HMI CS organization in San Jose, California. Travel is up to 50%.