Customer Quality Care Expert Job in Veldhoven, Netherlands

ASML is one of the world’s leading manufacturers of chip-making equipment.

Our vision is to enable affordable microelectronics that improve the quality of life. To achieve this, our mission is to invent, develop, manufacture and service advanced technology for high-tech lithography, metrology and software solutions for the semiconductor industry.

ASML's guiding principle is continuing Moore's Law towards ever smaller, cheaper, more powerful and energy-efficient semiconductors. This results in increasingly powerful and capable electronics that enable the world to progress within a multitude of fields, including healthcare, technology, communications, energy, mobility, and entertainment.

Working at ASML
We provide the world’s top chipmakers everything they need to create better performing, cheaper semiconductor chips. Simply put: we are an industry leader supporting industry leaders.

As such, you’ll be encouraged to bring your best ideas and act on them. You’ll have the freedom, trust, and support in your field to experiment and solve complex challenges. Things are rarely dull when you’re constantly breaking new ground.

But despite our fast-paced environment at the forefront of tech, we take your work-life balance and wellbeing seriously. A business is only as good as its employees.

So join us, and you’ll be a part of a global collaboration. One that promotes creativity, the inclusion of highly diverse teams, and an exciting and dynamic work environment. Join us, and you’ll be a part of progress.

Customer Quality Care Expert Job Description

Introduction

In Global Quality, the Customer Focus (CF) department is responsible for bringing the voice of the customer to our ASML organization and our suppliers, and for securing the right follow-up. To enable this, the CF department consists of a network of Zone Quality Managers (ZQM’s) located near our key customers, and a Customer Quality Care team, in charge of following up on major Quality Notifications (Customer Complaints, Failure Analysis Requests) from customers and embedding the lessons learned based on these notifications.

Job Mission

You will drive and manage Customer Quality Notifications (Customer Complaints and Failure Analysis Requests), to the satisfaction of our customers, through the ASML organization and at our suppliers using root cause analysis and by determining of corrective and preventive actions.

Job Description

-Driving and managing Customer Complaints using the 8D methodology;
-Coordination and facilitation by leading cross-sectoral 8D teams to root cause determination using the ‘3x 5x Why’ approach;
-Identification, management and validation of corrective and preventive actions together with customers, suppliers and ASML internal;
-Driving the implementation of lessons learned through diverse ASML sectors and at suppliers;
-Providing 8D reports to customers in alignment with the Business Lines and the Zone Quality Managers (who present the report to customers);
-Managing Failure Analysis Requests (FAR).

Education

You have a Master degree with >10 years of relevant experience in a similar role.

Experience-Extensive experience in 8D Methodology within a high-tech business to business environment;
-Ability to influence and drive without power;
-Experience in the semiconductor business;
-Track record in quality management systems;
-Experience with stakeholder management.Personal skills-Strong communication and influencing skills;
-Good social skills and people management;
-Strong analytical skills;
-Ability to manage complex relationships between various professional disciplines;
-Strong customer oriented attitude;
-Ability to analyze and draw conclusions from data or report information.

Context of the position

The Global Quality (GQ) vision towards 2020 (“Make it Well”) is 3-fold:
-Secure Customer Satisfaction on Quality by being guided by the voice of the customer, delivering the perfect machine, delivering on time, and delivering at the right cost of ownership;
-Secure a Quality mindset for all employees by defining and embedding Quality Values;
-Secure Continuous Improvement by learning from Quality Issues and by providing structural solutions

 

Customer Quality Care Expert Job Requirements

You have a Master degree with >10 years of relevant experience in a similar role.

-Extensive experience in 8D Methodology within a high-tech business to business environment;
-Ability to influence and drive without power;
-Experience in the semiconductor business;
-Track record in quality management systems;
-Experience with stakeholder management.

-Strong communication and influencing skills;
-Good social skills and people management;
-Strong analytical skills;
-Ability to manage complex relationships between various professional disciplines;
-Strong customer oriented attitude;
-Ability to analyze and draw conclusions from data or report information.

The Global Quality (GQ) vision towards 2020 (“Make it Well”) is 3-fold:
-Secure Customer Satisfaction on Quality by being guided by the voice of the customer, delivering the perfect machine, delivering on time, and delivering at the right cost of ownership;
-Secure a Quality mindset for all employees by defining and embedding Quality Values;
-Secure Continuous Improvement by learning from Quality Issues and by providing structural solutions.

Customer Quality Care Expert Application Information

Please apply with cv and cover letter detailing your interest in this position.
 

Customer Quality Care Expert Summary

Apply