Introduction
ASML brings together the most creative minds in science and technology to develop lithography machines that are key to producing faster, cheaper, more energy-efficient microchips. We design, develop, integrate, market and service these advanced machines, which enable our customers - the world's leading chipmakers - to reduce the size and increase the functionality of their microchips, which in turn leads to smaller, more powerful consumer electronics. Our main headquarters are located in Veldhoven, the Netherlands, and we have 18 office locations around the United States including main offices in Chandler, Arizona, San Jose and San Diego, California, Wilton, Connecticut, and Hillsboro, Oregon.
The Customer Quality Manager (CQM) role for the Intel CT & US Region is part of the ASML Customer Support (CS) organization. The team supports all ASML US sites affiliated with Intel operations and the Intel sites world wide (WW) for customer quality engagement. The CQM team is one of the 4 pillars/teams of the CS Operations Quality US Region & Intel CT group:
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Customer Quality Management - [Intel Customer Team]
The customer quality managers secure progress and communication of quality incidents (tactical) and quality programs (strategic). They are also responsible to share customer's voice internal at local sites and towards upstream solution providers.
Service Quality Engineering - [Regional]
Support local operations to address quality hits captured in the daily disturbance review meetings.
Service Quality Excellence - [Regional]
Drive quality programs; internal and ISO audit, Quality training, craftmanship, New Machine Quality, etc.
Logistics Quality - [Regional]
Focus on material return quality, inspections, stock purge, tool calibrations & certification.
Role and Responsibilities
The CQM role is a customer-facing position with the following primary mandates in both the tactical and strategic arenas:
- Ensure that the priorities, pain points, and the emotions of the customer (collectively the "Voice of the Customer") are actively and effectively communicated back through internal channels in a way that drives the necessary tactical and strategic actions to support overall customer satisfaction.
- Refine and bring clarity to the Voice of Customer (VOC), from the Customer Support (CS) perspective, for all internal stakeholders.
- Manage the workflow of Customer Quality Notifications through resolution (including CAPA implementation).
- Partner with key internal group and leverage the VOC to strategically drive and influence overall Quality culture, behaviors, processes, and pillar organizations (D&E, Factory, Supplier Management) within ASML.
The CQM will focus on quality deviations related to the products at the customer in Chandler, AZ. They will closely collaborates with the local quality engineers, the Service Excellence team and stakeholders in CS Central supporting the need to address quality concerns upstream. When needed, the CQM will connect directly with the Supplier & Procurement (S&P) team and ASML central teamsto address required improvement upstream.
Other responsibilities include:
- Customer Quality Notifications (CQN).
- Work directly with local Quality Engineers and local Service Engineers to intake CQNs.
- Work directly with Customer Quality Care (CQC) team to drive closure of CQNs through the 8D process and secure Level-of-Closure (LoC) 3.
- Run and contribute to programmatic and ad hoc customer-facing Quality meetings, report on aligned Quality KPI dashboards, examples:
- Quarterly Quality Management Review.
- CQN status reviews on an established cadence, aligned with the customer.
- Report internally on Quality KPI in various local, central, and leadership forums.
- Collaborate with customer to drive quality improvement programs.
- Partner with CQC to land corrective and preventative actions within the correct quality focus pillars (D&E, Factory, Supplier Management) to achieve Corrective Action Preventative Action closure.
- Partner with Customer Focus Managers (CFMs) at CS Central to help set and drive priorities within the respective Business Line.
- Participate in and support local CS operational/strategic meetings.
- Partner with customer, local, and central groups to define customer critical-to-quality metrics for internal and/or external facing stakeholders.
- Partner with Quality engineers and CS-US Service Quality Excellence program managers to support the build of programmatic approaches to issues resolution.
- Collaborate with local leadership to define activities/programs to step up Quality culture/behavior.
- Be the Quality business partner for local CS Operations & Customer Account Support to interface with customer as 5-in-a-box.
- 5-in-a-box stakeholders: CQM, Customer Account manager, CS Operations manager, Business Line, CS Central Customer Focus Manager.
- Build strong working relationships with all key internal/external stakeholders.
- Regular in-person contact with all key internal/external stakeholders.
- Meet regularly with the customer to ensure understanding of the Voice of the Customer.
- Ensure CQN learnings are shared within/across all customer sites.
Education and Experience
- Bachelors or Masters degree in engineering or a relevant technical field.
- 7-9 years of experience in quality management within a high tech business to business environment.
- Experience inthe semiconductor industry and understanding of how fabs and manufacturing equipment works.
- Leadership experience preferred.
- Experience in Professional Field Service Operations preferred.
- APPS, EUV and/or DUV experience preferred.
- PMP or project management experience, nice to have.
Skills
- Strong customer oriented attitude and customer interfacing skills.
- Able to analyze and draw conclusions from data or report information.
- Strong communication and influencing skills.
- Track record in process improvement/optimization.
- Analytical thinking skills.
- Strong stakeholder management skills.
- Able to manage your time efficiently when pulled in many different directions.
Other Information
Willing to travel to customer sites within the region and to headquarters as required.
This position requires access to controlled technology, as defined in the United States Export Administration Regulations (15 C.F.R. § 730, et seq.). Qualified candidates must be legally authorized to access such controlled technology prior to beginning work. Business demands may require ASML to proceed with candidates who are immediately eligible to access controlled technology.
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.
Need to know more about applying for a job at ASML? Read our frequently asked questions .
Request an Accommodation
ASML provides reasonable accommodations to applicants for ASML employment and ASML employees with disabilities. An accommodation is a change in work rules, facilities, or conditions which enable an individual with a disability to apply for a job, perform the essential functions of a job, and/or enjoy equal access to the benefits and privileges of employment. If you are in need of an accommodation to complete an application, participate in an interview, or otherwise participate in the employee pre-selection process, please send an email to USHR_Accommodation@asml.com to initiate the company's reasonable accommodation process.
Please note: This email address is solely intended to provide a method for applicants to initiate ASML's process to request accommodation(s). Any recruitment questions should be directed to the designated Talent Acquisition member for the position.
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