EUV Escalation Generalist - nights - Military Veterans

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 Escalation Generalist 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, they are responsible for routine troubleshooting and preventive actions based on pre-defined procedures and knowledge. They will define action plan on specific maintenance activities such as multiple days upgrades and trouble shooting and have a good understanding of standard escalation protocol including 2nd and 3rd line. The Generalist 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.

• Escalation management - Manage all critical escalations for EXE install base equipment escalations. Where needed to arrange support from and to other channels (Trumpf, Zeiss, D&E, Apps, customer team etc.). Align with line on on-site support request. Rapid resolution of these issues is essential for both ASML and the customer and everyone is looking at escalation lead to take charge, rapidly build a team of experts and lead the team to success on issue resolution.




• 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) including proposals for containments/solutions, 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 and responsible for follow-up.




• 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. Able to resolve independently unexpected disturbances and provide countermeasures.




• Procedures - Negotiate with customer on machine time window based on own risk assessment 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, based on the functional theory, design rules and know-how.




• Process Optimization - Drive execution and implementation of improvements and is able to involve and persuade stakeholders.




• Knowledge build-up and transfer - Entertain continuous knowledge exchange within the department and across different teams.




• Coaching - Teaches and educates junior engineers, reviews and helps them making progress. Ability to handle oversight and coaching on multiple systems/products.

Education and experience

• Bachelor’s degree in relevant Technical Field (Electrical Technology, Mechatronics, Mechanical Engineering, etc.) or equivalent combination of education, skills and experience.




• Minimum 2+ years' experience in semiconductor industry preferred. 




• Minimum 2+ years' Field Service Engineer work experience preferred.




• Minimum 2+ years' experience in using computer applications, including data analysis tools, word processing, spreadsheet, and presentation software preferred.




• Specialized knowledge in the area of pneumatics, hydraulics or electronics, and semiconductor processes, and relevant software.




• Requires cross-competencies knowledge.

Skills 

To thrive in this job, you’ll need the following skills:  

• 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.  




• Must be able to read and interpret data, information, and documents; demonstrate open, clear, concise and professional communication. 




• Strong customer focus and commitment to customer satisfaction through prioritization, quality, efficiency and professionalism. 




• Ability to complete assignments with attention to detail / high degree of accuracy and can work according to a strict set of procedures within the provided timelines.  




• Proven ability to perform effectively in a demanding environment with changing workloads and deadlines.  




• Identifies bottlenecks and drives improvements. 




• Work independently or as part of a team and can follow through on assignments with minimal supervision; result driven-demonstrate ownership and accountability.




• Ability to establish and maintain cooperative working relationships with manager, co-workers and customer.  

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:  

• Position will require travel up to 10%.




• Night shift, eligible for 15% pay differential.




• Ability to work flexible shifts, including nights, weekends, and holidays; typically, will work 12-hour shifts.




• Customer site requires Covid-19 vaccination barring medical or religious exemption. 




• 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. 

EOE AA M/F/Veteran/Disability

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