30+ days ago - req9883

Global Support Center Engineer

Customer Support

Other technical job categories

In a nutshell

Location

Wilton - CT, US

Team

Customer Support

Experience

3-7 years

Degree

Bachelor

Job Category

Other technical job categories

Travel

30%

Introduction

ASML brings together the most creative minds in science and technology to develop lithography machines that are key to producing faster, cheaper, more energy-efficient microchips. We design, develop, integrate, market and service these advanced machines, which enable our customers - the world’s leading chipmakers - to reduce the size and increase the functionality of their microchips, which in turn leads to smaller, more powerful consumer electronics. Our main headquarters are located in Veldhoven, the Netherlands, and we also have 18 office locations around the United States- including main offices in Wilton, CT, Chandler, AZ, San Jose, CA and San Diego, CA.

Team Player who wants the opportunity to solve technical issues seen at high tech customers in a multicultural environment. Then join us in the Global Support Center (GSC), and be a part of an international team of dedicated competency engineers.Our goal is to remotely solve technical issues but due to the technical complexity of some issues, you also have the opportunity to travel domestically and internationally to address issues first hand at our customer’s sites.

Job Mission

ASML produces high tech and high RequisitionLocal products to semiconductor manufacturers. Downtime of these tools and delays during upgrades or installs is very expensive for our customers. To minimize those costs, ASML’s Customer Support organization is responsible to repair the systems as quickly as possible. For this reason ASML ensures 24/7 support by covering 3x8 hours in 3 different continents with offices in the Netherlands, USA and Taiwan.

ASML is a world leader in the manufacture of advanced technology systems for the semiconductor industry.ASML’s corporate headquarters is in Veldhoven, the Netherlands. Manufacturing sites and research and development facilities are located in Connecticut, California and the Netherlands. Technology development centers and training facilities are located in the United States, Japan, Korea, the Netherlands, and Taiwan. Additionally, ASML provides optimal service to its customers via over 50 sales and service organizations in 16 countries. Founded in the Netherlands in 1984, the company is publicly traded on Euronext Amsterdam and NASDAQ under the symbol ASML.

Job Description

As a GSC engineer within the Wilton, CT, USA based Top competency team you will be responsible for escalation support to our worldwide field organization. This involves a diversity of tasks including:

1. New Product Introduction (NPI) preparation:
-During the NPI phase be assigned to the project in order to gain the required skills and knowledge to independently support field escalations. Be in charge of your own training plan and indicate what is required.
-Transfer and share gained skills and knowledge within WW GSC in order to establish and maintain equal continental GSC continental support teams.
-Onsite introduction phase support by delivering knowledge/escalation handling to local organization.

2. Technical problem solving within one of the competency teams:
-Solve complex technical problems by remote analyzing data and creating deterministic forward thinking action plans.
-Travel to customer site when not able to solve problem remotely.
-Escalate to the next support level according to the committed escalation processes and timings.
-Facilitate in escalations from the continental GSC’s (Asia/EU) towards the Factory (D&E, IE, manufacturing, etc.).
-Identify, secure and support the rollout of improvements for installed base machines.

3. Knowledge proliferation:
-Mentor trainees and deliver feedback on potential improvements.
-Proliferate knowledge to the field organization at every opportunity.
-Integrate background information concerning the problem and the solutions in action/repair plans.
-Combine on-site support with knowledge transfers to local organization.

Education

BS or Master Degree in an Engineering discipline, or 6 years of experience working remotely and hands on with photo lithographic equipment and processes.

Experience

Experience should encompass working with, and understanding issues in, the lithographic semi-conductor manufacturing process, experience in the knowledge of electronics, mechanics, pneumatics, optics, hydraulics, software, related disciplines.

Personal skills

-Strong communicator in English (both oral and written).
-Strong analytic capability and a pro-active initiating attitude.
-Self-assured, capable of convincing people, also at higher management levels.
-Good presentation skills, detail-oriented.
-Ability to plan and set priorities.
-Flexible in working hours, travel and work environments.
-Flexible for temporary (inter)national assignments (3-6 months).
-Independent, pro-active, motivated, and self-sufficient.
-Team worker, good social skills, customer-oriented.
-Familiar with MS Office products, MATLAB/MATHCAD, LabVIEW, Unix, Linux, and Python.
-(Preferred) Multi-lingual (English, Dutch, Mandarin, Korean, German, French).
-(Preferred) Knowledge of specific technical ASML competency or multi competencies including theory of operation and analysis.

Context of the position

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
-While performing the duties of this job, the employee routinely is required to sit; walk; talk; hear; use hands to keyboard, finger, handle, and feel; stoop, kneel, crouch, twist, reach, and stretch.
-The employee is occasionally required to move around the campus.
-The employee may occasionally lift and/or move up to 20 pounds.
-May require travel dependent on company needs.
-Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
-Can work under deadlines.
-The environment generally is moderate in temperature and noise level.
-Must be able to read and interpret data, information, and documents.
-Can observe and respond to people and situations and interact with others encountered in the course of work.
-Can learn and apply new information or skills.

Other information

EEO/AA (W/M/Vets/Disability) Employer.