CS - Global Support Engineer - Hsinchu

Context

Has specialized knowledge of one competency or broader knowledge of multiple competencies. Has knowledge of and experience with the different components of the machine. Focuses on acquiring more knowledge and secures quality standards for the deliverables towards the local engineers.

- Proficient in multiple engineering competencies, capable of independent problem-solving.
- Thorough understanding of product components and their interactions.
- Manages a variety of issues and tasks across multiple platforms, adapting solutions to different contexts and processes.
- Actively participates in addressing complex structural issues; works within standard practices and procedures and is supervised on progress and results.
- Suggests process improvements.

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 if necessary under limited supervision.

Issues require basic understanding of primary competency relation to elements of the Service Level Agreement (SLA), such as but not limited to service costs, availability/uptime, MTBI, throughput/productivity, and/or yield.

Escalation protocol maintain

Per business request, provide professional remote escalation support to solve maintenance and upgrade issue.
Wrap up and hands over problem to others (D&E), documents, packages and delivers all data relevant for problem resolution (e.g. pass-downs, work orders, field service reports, system problem reports, technical reports), including feedback and improvement proposals on the quality of the aiding tools.

Repairs

Advise customer technical personnel and first and second line support in dealing with complex problems, use tools, replace parts, improve settings, to execute repairs, including supporting non-routine service actions. Able to resolve unexpected disturbances and provide countermeasures for primary competency with high degree of independence.

Procedures

Execute: 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 complex procedure, make necessary decisions / adaptations during procedure and to realize optimal results.

Maintain: Understand SOP (Standard of Procedures) and MOP (Management of Procedures) and is able to give technical advices to update procedures and sequences. Can drive for changes and updates on complete SMIX.

Training / advice

Can lead training sessions for larger groups or more advanced topics.
Can offer detailed advice and support to groups or individuals
Can participates in the development of training materials and resources.
Explain appropriate actions to firs line, second line, third line engineers and customer, train first line engineers and customers in routine and non-routine maintenance of equipment.

Process Optimization

Provide input for improvement proposals and try to get them landed with the relevant stakeholders. May be involved in testing of new processes. Provide guidance to junior engineers on process optimalization.

Knowledge build-up and transfer

Teach others on ASML products, Safety, IB&S and NPI, ways of working etc., while maintaining and broadening own knowledge.

Coaching

Coaching aimed at developing specific engineering skills and competencies, such as coding, problem-solving, and software development methodologies, for engineers in and around their own clusters.

Requirements

Requires at least BS degree with thorough experience in relevant Technical Field (Electrical Technology, Mechatronics, Mechanical Engineering, etc.). or comparable thinking and working level. Experience in semiconductor industry preferred.

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 specialized knowledge of competency/subsystem, product functionality.

Inclusion and diversity

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 inclusion and diversity is a driving force in the success of our company.

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