Introduction to the job
Provides onsite field service support through the performance of installations, upgrades, repairs, and maintenance of complex capital equipment and systems. Troubleshoots either to resolve issues directly or through referring advanced issues to technical support resources. Acts as a customer service advocate, instructing customers in the operation and maintenance of the system.
Role and responsibilities
- Under direct supervision, assists in the analyzing, diagnosing, and troubleshooting of Cymer equipment problems via telephone or at customer site.
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Follows supervisor’s directions regarding application of technical concepts and techniques, scheduling, meeting quality standards, and setting priorities.- Applies basic knowledge of well-established technical methods, policies, and practices to solve and address routine product problems within limited scope and complexity.
- Participates in training to perform installation, repair, retrofits, upgrades and preventive maintenance on Cymer equipment installed at customer sites.
- Works and trains with other field service personnel as appropriate to learn and use professional concepts and apply company policies and procedures to manage an assigned installation equipment base. This includes providing primary support, forecasting, conducting customer support meetings, and ensuring regular communication with the customer. Applies high levels of customer service in performing duties.
- Coordinates efforts with others, seeking assistance and feedback as appropriate. Incorporates feedback to improve and enhance capabilities/technical knowledge.
- Completes service, expense reports, and other administrative responsibilities in accordance with Cymer’s procedures and with supervisor’s approval.
- Performs other duties as assigned.
Education and experience
Requires a Bachelor’s Degree in a technical field. No field service engineering experience required.
Skills
- 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.).
- Advanced customer service skills, with a solid foundation in and an understanding of the importance of relationship building.
- Expert 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 complex 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).
- For regions - oral and written English language skills required.
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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