Introduction to the job:

Our department within Customer Support covers worldwide functional support (24x5hr) for all off-system applications (diagnostic applications, such as Coach, BRES, EPS, PMA, SDT, and etc.) and contributes to current and future application design.

These applications are used by the Customer Support (CS) work force while performing their job in serving our customer’s needs.

Our mission is to facilitate and improve the productivity of the users of these applications and capabilities in order to meet ASML’s obligations.

We offer CS users functional support, process escalations and will drive issues to closure, freeing the CS engineer to perform the invaluable task of solving our customer’s issues.

Responsibilities:

As an CS Capability Expert you are the point of contact for the ASML Customer Support organization and application user community when the knowledge base and key users cannot support them, acting as a 3rd line support of off-system applications.

Your role is a mix of Run the Business (RtB) - by solving escalations within your expert area and being a single point of contact for one or more local sites - and Change the Business (CtB), by bringing real life examples, field requirements, and input into the design of new applications.

Your main responsibilities are to ensure that support calls are picked up and handled to the satisfaction of our end-users and within given SLA’s, to maintain frequent communication with the local sites assigned to you, to participate in user acceptance tests and to participate in projects as expert for your domain, including the support of deployments.

To successfully do so you build and maintain strong relationships with the local sites and users as well with the development teams.

You also maintain documentation like knowledge bases and internal procedures and train key users.

You are involve in non-PGP projects and responsible to drive the progress and coordinate internal and external customer to ensure the delivery on time.

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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