Context
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.
Anticipates, analyzes and solves complex technical problems escalated from first line support or the customer including in-fab support as needed. Conducts diagnostics and troubleshooting, including documentation under limited supervision within primary competency.
Entry level, acts as second line technical support based on general knowledge of the systems.
Requirements
BS degree in relevant Technical Field (Electrical Technology, Mechatronics, Mechanical Engineering, etc.) with experience or comparable working and thinking level. Experience in semiconductor industry preferred.
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 and complete knowledge of primary competency/subsystem.
ResponsibilitiesProblem 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 and execute, in consultation with others.
Problem handovers and routing
Handover problem or problem aspects to others (Sr. TSEs or 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).
Repairs
Advise customer technical personnel and 1st line support in dealing with complex problems, use tools, replace parts, improve settings, to execute repairs. Able to resolve unexpected disturbances and provide countermeasures for primary competency with limited supervision.
Procedures
Based on arranged customer machine time window to arrange for all (possible) parts, tools, equipment and information / knowledge to be available at start of procedure, execute complex procedures.
.
Training / advice
Explain appropriate actions to first line engineers and customer to correct malfunctions, train first line engineers and customers in routine and non-routine maintenance of equipment, recommend changes in user procedures when needed.
.
Process Optimization
Signal gaps and improvement opportunities and reports it to the relevant stakeholders
Knowledge build-up and transfer
Maintain and broaden own knowledge, shares best known methods within their work group (site/cluster).
Coaching
Delivers basic technical knowledge and skills transfers to first line field engineers.
Job Mission
- The TSE will be interface with the customers, FSE, GSC support to assure timely and high service quality.
- TSE must be able to do issue diagnostic / escalation / structure issue implement to turn USD to SD including material preparation, package, return and confirmation.
Job Description
- Analyzes, diagnoses, and troubleshoots equipment problems via telephone or at customer site.
- Conducts equipment troubleshooting, analysis, and debugging in support of operating activities.
- Ensures that parts are available and as specified for service requirements.
- Maintains appropriate tools are on hand and as required.
- Travels as required for the purposes of performing service activities for training and cross site support
- Uses company technical documentation and provides feedback for improvement.
- Shift module is required and includes night shift
Education
BS/MS major in Mechanical, Electrical/ Electro-optical, Controlling Engineering,/ Photonics, Physics or other related field
Experience
- Fab experience in the Lithography area is preferred
- Experience and knowledge of semiconductor manufacturing process is preferred
Personal skills
- Good communication skill and basic English Language skill
Context of the position
At customer sites / office
Travel %
15%
This position requires access to controlled technology, as defined in the United States 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.
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.
Need to know more about applying for a job at ASML? Read our frequently asked questions.
Top Skills
What We Do
ASML is a high-tech company, headquartered in the Netherlands. We manufacture the complex lithography machines that chipmakers use to produce integrated circuits, or computer chips. Over 30 years, we have grown from a small startup into a multinational company with over 60 locations across Europe, Asia and the US.
Behind ASML’s innovations are engineers who think ahead. The people who work at our company include some of the most creative minds in physics, electrical engineering, mathematics, chemistry, mechatronics, optics, mechanical engineering, computer science and software engineering.
Because ASML spends more than €2 billion per year on R&D, our teams have the freedom, support and resources to experiment, test and push the boundaries of technology. They work in close-knit, multidisciplinary teams, listening to and learning from each other.
