Global Support Center Escalation Project Lead

📁
Field Service
📅
0005974 Requisition #
Apply for Job
Share this Job
Sign Up for Job Alerts

ASML is one of the world’s leading manufacturers of lithography systems that help enable Moore’s Law and the creation of increasingly powerful and capable electronic devices. At our San Diego location we are renowned for developing both deep ultraviolet (DUV) lithography light sources and next generation extreme ultraviolet (EUV) light sources.   We are a multinational company with over 70 locations in 16 countries, headquartered in Veldhoven, the Netherlands.

If you have a passion for technology and innovation you’ll want to check us out. Be a part of ASML. Be a part of progress.

SUMMARY

ASML Customer Service Organization handles several thousand technical issues per month. The Global Support Center provides technical support for the approximately 5% of issues that cannot be handled independently by the local service organization. Of these already critical escalations, the Escalation Management Office (EMO) handles the most complex, business critical and visible. Rapid resolution of these issues is essential for both ASML and the customer and everyone is looking at the EMO office to take charge, rapidly build a team of experts and lead the team to success. This role is an excellent opportunity to test your stakeholder and crisis management skills and show to the organization what you are capable of. You as project leader will be highly visible and you need an extensive network within the Customer Service (CS), Business Line and Design & Engineering (D&E) organizations. The EMO team is also highly appreciated and recognized by the field organization

 
Sector Information

The Customer Service Organization is responsible for the installation, qualification, repair and maintenance of ASML products at our customers’ sites and is responsible for the necessary transfer of know-how to the customer. Local Customer Service organizations (CS Field) perform these tasks at the customers within their specific region. The Global Support Center (GSC) is responsible for providing technical support to the local CS organizations in order to maximize ASML product performance.

 

The primary role of the Global Support Center (GSC) Project Lead (PL) is to lead and manage a multi-functional escalation team to the successful resolution of critical escalations at the customer (chipmaker) sites. The role requires frequent interaction with Program and Project management to marshal resources needed to resolve escalations. Furthermore, the GSC PL will function as a remote tool owner for specific customer sites ensuring that there is alignment between the CS organization, Marketing, and the local team. The GSC PL is required to ensure that escalation process are known and adhered to across ASML and Cymer.

 
 
DUTIES AND RESPONSIBILITIES
  • Take the lead in organizing and managing an expert team
  • Identify and close gaps which slow down the time of resolution
  • Chair and lead escalation meetings
  • Serves as an accomplished professional who applies, analyzes and interprets a variety of standard theories, concepts, methods, and techniques to a wide range of issues within a single technical area using imaginative as well as practical solutions.
  • Provides technical support to field engineers, local technical support engineers, and integrator site operations engineers including diagnosis, troubleshooting, and repair support.
  • Uses established escalation and service management processes to provide timely responses to field situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment.
  • Reports design, reliability, and maintenance problems or bugs to design engineering/software engineering and assists in problem communication and solution implementation to integrator operations/regional support personnel. 
  • Provides support to customer/users where the product is highly technical or sophisticated in nature.
  • Identifies issues emanating from integrator and service operations that require engineering change.  Utilizes established change management & field change processes to follow-through with appropriate documentation and implementation for regional service & support organization(s).
  • Provides support and adheres to corporate processes associated with new product introduction, released products, quality, technical service reporting, field service communications, etc.
  • Interfaces with Site Operations Engineers on diagnosis, troubleshooting on escalations, technical questions, new procedures, repair support and training on new tools.  Communicates new product issues originating from Site Ops Engineers to Program Engineering and Account Teams.
  • Collects data and provides data package to Advanced Technical Support and/or Program engineering so that design, reliability, maintenance problems or bugs can be submitted to design engineering/software engineering.  Assists in problem communication and solution implementation to direct customer operations/regional support personnel.   
  • Works with Advanced Technical Support, SMS Customer Support Management, and Program Engineers to define and scope troubleshooting procedures, Technical Bulletins, Field Service Alerts and Field Changes Orders.
  • Provide input, creation and management of processes improvements within department to enhance productivity.
  • May also be required, as part of new product technical support, to assist in providing technical support to field engineers, regional technical support engineers, and integrator account team members who are diagnosing, troubleshooting, repairing and debugging, and communicating issues associated with complex laser-based systems.
  • May be involved in customer installation launch teams, training, and preparation associated with successful new product launch to customers.  
  • Performs other duties as assigned.

QUALIFICATIONS

  • Excellent written and verbal communication skills.
  • Ability to translate, statistically analyze data, and effectively report problems through written and/or graphical formats.
  • Excellent customer service skills, with an advanced understanding of customer relationship building.
  • In depth knowledge of MS Word, Excel, PowerPoint, and Lotus Notes.
  • Applies thorough knowledge of design methodologies. Basic knowledge in utilizing design engineering tools including the capability of statistically analyzing data and reporting it in graphical formats (trend charts, CpK, Control Charts, Gauge R&R Studies).
  • Requires advanced experience using one or more of the following software packages: ProEngineer, Excel, LabView, JMP, MS Project, Oracle DMR, Agile.   Java, Visual Basic programming knowledge is desired but not required.
  • Must have a combination of and/or significant strengths in electronics, software, mechanical engineering, optics.
  • Must possess knowledge of Deep Ultra Violet (DUV) equipment installation and support, i.e, stepping and or scanning “Photo Lithography Imaging” systems, DUV metrology systems, DUV excimer lasers or specific DUV Beam Delivery Systems.
  • System performance related data analysis, system troubleshooting, and applied technical problem solving skills are essential.
  • Ability to define problems, collect data, establish facts, and draw valid conclusions.
  • Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
  • Ability to interpret complex situations as required to develop appropriate actions.
  • Must have significantly contributed to the successful completion of one or more projects.
  • For regions - oral and written English language skills highly recommended.
SKILLS/EXPERIENCE

Strong competence with the various tools, procedures, programming languages used to accomplish the job. Minimum of six (6) years of experience is required.

  • BSEE or BSME with a minimum of 6 years  experience in a related Semiconductor Equipment discipline, or equivalent experience in diagnosing and troubleshooting and/or customer service on electronic systems
  • ASEE with a minimum of 7 years experience in DUV optical imaging systems support in a clean room environment or equivalent experience in diagnosing and troubleshooting and/or customer service on electronic systems.
  • Applied technical support/field service experience in semiconductor photolithography/semiconductor fab environment is highly desired.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

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 50 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.
  • 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.
  • Responsibilities include periodic travel to regional and overseas sites for product technical support and special support projects. 
  • Work includes on site technical support involving heavy lifting of equipment & modules.
  • Time requirements include on-call 24x7 support for field and integrator operations.
  • Position will require technical work activity in a clean-room production environment and/or laboratory setting.
  • The environment generally is moderate in temperature and noise level. 
  • Occasionally may be exposed to loud noise bursts and may be exposed to toxic gases (fluorine). 
  • Must be able to work in small, confined spaces.

Previous Job Searches

My Profile

Create and manage profiles for future opportunities.

Go to Profile

My Submissions

Track your opportunities.

My Submissions

Similar Listings

California,San Diego

📁 Field Service

Requisition #: 0005959

California,San Diego

📁 Field Service

Requisition #: 0005925

California,San Diego

📁 Field Service

Requisition #: 0005893