EUV Escalation Specialist

2 days ago

Hillsboro, Oregon, United States ASML Full time
About the Role

This is a challenging and rewarding opportunity to join ASML as an EUV Escalation Specialist. As a key member of our team, you will be responsible for managing critical escalations for EXE install base equipment escalations.

Key Responsibilities
  • Manage all critical escalations for EXE install base equipment escalations.
  • Align with line on on-site support request.
  • Rapid resolution of these issues is essential for both ASML and the customer.
  • Lead the team to success on issue resolution.
  • 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 unexpected 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.
Requirements
  • Bachelor's degree in relevant Technical Field (Electrical Technology, Mechatronics, Mechanical Engineering, etc.) or equivalent combination of education, skills and experience.
  • Minimum 2+ years' experience in semiconductor industry preferred.
  • Minimum 2+ years' Field Service Engineer work experience preferred.
  • Minimum 2+ years' experience in using computer applications, including data analysis tools, word processing, spreadsheet, and presentation software preferred.
  • Specialized knowledge in the area of pneumatics, hydraulics or electronics, and semiconductor processes, and relevant software.
  • Requires cross-competencies knowledge.
Skills
  • Can observe and respond to people and situations and interact with others encountered in the course of work.
  • Can learn and apply new information or skills.
  • Must be able to read and interpret data, information, and documents; demonstrate open, clear, concise and professional communication.
  • Strong customer focus and commitment to customer satisfaction through prioritization, quality, efficiency and professionalism.
  • Ability to complete assignments with attention to detail / high degree of accuracy and can work according to a strict set of procedures within the provided timelines.
  • Proven ability to perform effectively in a demanding environment with changing workloads and deadlines.
  • Identifies bottlenecks and drives improvements.
  • Work independently or as part of a team and can follow through on assignments with minimal supervision; result driven-demonstrate ownership and accountability.
  • Ability to establish and maintain cooperative working relationships with manager, co-workers and customer.

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