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.

The Senior Field Service Engineer 1 has a leading role in the team and interacts with the customer on diverse levels. Also involved in customer account team and/or site management. Solves almost all problems on his/her own. Responsible for routine troubleshooting and preventive actions based on pre-defined procedures and knowledge. Defines action plan on specific maintenance activities such as multiple days upgrades and trouble shooting.

Has good understanding of standard escalation protocol including 2nd and 3rd line. Works highly independently on diagnostics and maintenance, whilst being reviewed on end results.

Requirements

Field Service Engineer with thorough work experience. Requires BSc degree in relevant Technical Field (Electrical Technology, Mechatronics, Mechanical Engineering, etc.) or equivalent experience.

Experience in semiconductor industry required.

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.

Proven record and ability to perform in a fast paced and ambiguous environment while always maintaining focus on customer goals and relationships.

Requires cross-competencies knowledge.

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, 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 unexpect 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

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.

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