Customer Support Engineer

DUTIES AND RESPONSIBILITIES

• Analyzes, diagnoses, and troubleshoots Cymer equipment problems via telephone or at customer site.
• Performs installation, repair, retrofits, upgrades and preventive maintenance on Cymer equipment installed at customer sites.
• Regularly provides assistance, guidance, leadership, and technical assistance to junior or less experienced field service engineers; may serve as site leader for customer.
• Maintains and manages an assigned installation equipment base.  This includes providing primary support, forecasting, conducting customer support meetings, and ensuring regular communication with the customer.
• Assists customers in the receipt, installation, and testing of company equipment.
• Conducts equipment troubleshooting, analysis, and debugging in support of installation or operating activities.
• Provides service education to customer’s service and operations staff.
• Ensures that parts are available and as specified for service requirements.
• Maintains appropriate tools are on hand and as required.
• Travels as required for the purposes of performing service activities at customer sites or backfilling for other Cymer Field Service Engineers.
• Completes service, expense reports, and other administrative responsibilities in accordance with Cymer’s procedures and with supervisor’s approval.
• Uses company technical documentation and provides feedback for improvement.
• Performs other duties as assigned.

JOB COMPLEXITY

• Works on moderately complex problems of diverse scope where analysis of data requires evaluation of identifiable factors. Demonstrates good judgment in selecting methods and techniques for obtaining solutions. Networks with senior internal and external personnel in own area of expertise.

QUALIFICATIONS 

• Excellent written and verbal communications skills.
• Ability to analyze data and report problems, to complete accurate, comprehensive service reports, and to communicate technical issues to other technical staff.
• Ability to collect, translate, and analyze data and take action based on effectively report problems though written and/or graphical representation of data (detailed Post-Mortem Chronological Abstracts, trending analysis, failure statistics, etc.).
• Strong customer service skills, with a solid foundation in and an understanding of the importance of relationship building.
• Advanced level of technical knowledge of electronics.
• Ability to facilitate resolution of technical challenges.
• Ability to apply advanced knowledge of installation, maintenance/repair, and troubleshooting at both the module and system level.
• Ability to read and analyze opto-mechanical and electronic schematics.
• Must be able to successfully meet customer site access requirements such as:  background checks, safety training, and cleanroom access (gowning and breathing apparatus). 
• oral and written English language skills highly recommended.

SKILLS/EXPERIENCE

• Minimum of three (3) years experience in optics, laser, and/or semiconductor manufacturing equipment experience is preferred.
• Laser and lithography experience preferred.
• Has performed multiple on-site installations and performed as lead on a Beta product release.
• Requires experience using the following software packages: Excel, Word, PowerPoint, LabView

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.

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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