Introduction to the job
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.
Role and responsibilities
The Field Service Engineer (FSE) executes regular and irregular maintenance activities with considerable independency and under limited supervision. The FSE handles defined and regular problems/maintenance on a machine, either independently or through escalation without supervision.
You'll report to the CS Site Manager in Austin, but you'll also be part of the larger Customer Solutions & Support sector - where the in-fab installation and optimization of ASML products happens.
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As a Field Service Engineer, you'll:
- 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 and execute, consult with others.
- Problem handovers and routing - handover problem or problem aspects to others (2nd 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).
- Repairs - use tools, replace parts, improve settings, to execute repairs and standard service actions independently.
- Procedures - based on arranged customer machine time window to arrange for all (possible) parts, tools, equipment and information / knowledge to be available at start of procedure, execute procedure.
- Training / advice - 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 - signal gaps and improvement opportunities and reports it to the relevant stakeholders
- Knowledge build-up and transfer - maintain and broaden own knowledge, shares best known methods within the work group.
- Coaching - provide appropriate support and assistance to less experienced engineers on first tasks.
Education and experience
As a Field Service engineer, you'll need:
- Bachelor's degree in a relevant Technical Field (Electrical Technology, Mechatronics, Mechanical Engineering, etc.) or equivalent combination of education, skills and experience.
- Minimum 10 years of experience in technical industry and/or semiconductor industry experience
- Minimum 10 years of experience in using computer applications, including data analysis tools, spreadsheet, and presentation software
- Has complete knowledge on product functionality of the main modules/sub-modules.
Skills
To thrive in this job, you'll need the following skills:
- Work according to a strict set of procedures within the provided timelines.
- Knowledge of Safety Procedures
- Can observe and respond to people and situations and interact with others encountered in the course of work.
- Must be able to read and interpret data, information, and documents.
- Strong customer focus and commitment to customer satisfaction through prioritization, quality, efficiency and professionalism.
- Ability to complete assignments with attention to detail and high degree of accuracy.
- Proven ability to perform effectively in a demanding environment with changing workloads and deadlines.
- Result driven-demonstrate ownership and accountability.
- Identify bottlenecks and drive improvements.
- Work independently or as part of a team and follow through on assignments with minimal supervision.
- Demonstrate open, clear, concise and professional communication.
- Ability to establish and maintain cooperative working relationships with manager, co-workers and customer.
Other information
You must be work authorized in the United States without the need for employer sponsorship.
- Position will require travel up to 25%
- Position will require access to customer site locations.
- Typically, will work 12-hour shifts (after training is complete).
- Ability to work flexible shifts including nights, weekends and holidays.
- Willingness to continue learning and growing in a professional environment is necessary.
- Work is conducted at a customer site and requires familiarization with customer rules and policies regarding worksite behavior and safety.
- Position works under the direction of a Manager, Supervisor, or Sr. Engineer
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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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 USHRServiceCenter@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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