Customer support Engineer

il y a 3 semaines

Bernin, France ASML Temps plein

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 Field Service Engineer 3 has daily interaction with customer and interfaces often with specific senior engineers/line managers of both internal and external customer.


Handles most problems on his/her own and independently executes the defined action plans for regular and irregular maintenance activities. Working independently on diagnostics and maintenance, whilst being reviewed on end results.

Education and Experience

Field Service Engineer with solid 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. Has complete knowledge on product functionality of the main modules/sub-modules.

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), 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.

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.

Procedures

Arrange with customer machine time window 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 routine maintenance of equipment, recommend changes in user procedures when needed.

Process optimization

Provide input for improvement proposals.

Knowledge build-up and transfer

Teach others on ASML products, new and installed tools, manuals, ways of working etc., maintain and broaden own knowledge.

Coaching

Provide appropriate support and assistance to less experienced engineers and knowledge transfer

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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