Customer Quality Manager

**Introduction**

The Customer Quality Manager (CQM) within the Customer Solutions & Support (CS&S) sector is responsible for bringing the voice of the customer to our headquarters via our customer team. They are also responsible for securing the right follow-up, priority setting and guidance for WW operations. They ensure that the product and services provided by ASML meet the defined quality standards and service level agreements. Their primary responsibilities include understanding customer expectations, managing incidents (customer complaints, high impact dead on arrival (DoA) parts, new machine quality, etc) as well as defining the customer’s quality roadmap for realization.

The CQM will report into the EU/US Customer Team and located in the Crolles ASML office, France, supporting STM, IMEC, and other customers within the EU/US customer team.

**Role and Responsibilities**
- Be part of the Site Operation staff team as a Quality Business Partner.
- Act as the Quality go-to person and single contact for local, central and customer interactions.
- Partner with quality engineers to deliver quality in operation and role model quality best practices.
- Secure quality end-to-end value stream deliverables.

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- Consolidate GlobalFoundries WW quality business with other CQMs in EU/Asia.

**Education and Experience**
- Bachelor Degree or equivalent combination of education and/or experience required.
- Masters degree a plus.
- Minimum 10 years of work experience in customer solutions or support.
- Minimum of 3-5 years of experience supervising a team.
- Semiconductor industry experience is preferred.

**Skills**

Working at the cutting edge of tech, you’ll always have new challenges and new problems to solve - and working together is the only way to do that. You won’t work in a silo. Instead, you’ll be part of a creative, dynamic work environment where you’ll collaborate with supportive colleagues. There is always space for creative and unique points of view. You’ll have the flexibility and trust to choose how best to tackle tasks and solve problems.

To thrive in this job, you’ll need the following skills:

- Strong customer-oriented attitude and customer interaction skills.
- Effective communication and influencing skills; the ability to influence without power.
- Proven track record in process improvement; able to access field & factory processes and initiate improvements.
- Able to function as a quality role model for embedding quality in our daily operations.
- Strong analytical thinking skills; able to analyze and draw conclusions from data or report information.
- Leadership and change management skills with a pragmatic approach.
- Able to collaborate and work towards one team one goal.

**Other Information**
- Position will require travel up to but not limited to 15% international, 15% domestic.
- Willingness to work flexible shifts and extended hours including nights, weekends, and holidays.
- Routinely required to sit; walk; talk; hear; use hands to keyboard, finger, handle, and feel; stoop, kneel, crouch, twist, reach, and stretch. Occasionally required to move around the campus.
- Requires Onsite Presence for 40 hours a week except travelling or approval to attend in-person work related and collaboration with local key stakeholders.
- Handle customer complaints and incident escalations.
- Manage quality dashboards and gap closure plans.
- Handle customer quality updates up to the Litho departmental level including customer auditing.
- Take a proactive approach on the agreed customized quality roadmap. Feed to the customer team for prior setting and cascading customer team

**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.