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.
Problem handovers and routing
Handover problem or problem aspects to others (2nd / 3rd 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), ensure problem ownership is clear, ensure follow-up.
Installation
Install equipment at customers locations, including equipment with new features, unload components, inspect for damage, assemble, align and test.
Analyze applicability, accuracy and adherence to design specifications.
Upgrade
Execute hardware installation and perform system setup/recovery for upgrade packages as well as support locally owned field swaps by working according to an up-to-date plan and following the sequence.
Pro-actively look at proposed upgrade scenario and identify missing items and potential bottlenecks.
Procedures
Process Optimization
Drive execution and implementation of improvements and is able to involve and persuade stakeholders.
Training / advice
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.
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
Inclusion and diversity
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Requirements
Requires flexibilty and openess to accommodate various work settings, locations and interactions/collaborations with different colleagues.
Senior UIR Engineer with thorough work experience. Requires a BSc degree in relevant Technical Field (Electrical Technology, Mechatronics, Mechanical Engineering, etc.) or equivalent experience.
Experience in semiconductor industry required.
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.
Proven record and ability to perform in a fast paced and ambiguous environment while always maintaining focus on customer goals and relationships.
Additional Information
Context
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.
Executes system Upgrade & Installations and Relocations and provides technical support for other CS activities when needed. Deals with most situations on his/her own and is capable to independently define and execute the required action plans and activities. Work is reviewed on end results.
Asml · Taichung, Taiwan