Customer support engineer

7 months ago

Wuhan, China ASML Full time

Introduction to the job

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 Field Service Engineer 2 executes regular and irregular maintenance activities with considerable independency and under limited supervision. Handles defined and regular problems/maintanance on a machine, either independently or through escalation without supervision.

Role and responsibilities

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 and execute, consult with others.

Problem handovers and routing

Handover problem or problem aspects to others (2nd 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

Use tools, replace parts, improve settings, to execute repairs and standard service actions independently.

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 procedure.

Training / advice

Explain appropriate actions to users to correct malfunctions, train customers in use and 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 the work group.

Coaching

Provide appropriate support and assistance to less experienced engineers on first tasks.

Education and experience

Experienced Field Service Enginer with BSc degree in relevant Technical Field (Electrical Technology, Mechatronics, Mechanical Engineering, etc.) or equivalent experience.
Experienced in technical industry is required and/or semiconductor industry experience prefered.
Experience in using computer applications, including data analysis tools, spreadsheet, and presentation software.
Has complete knowledge on product functionality of the main modules/sub-modules.

Skills

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.

Other information

EOE AA M/F/Veteran/Disability

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