Customer Support Engineer Job in Eagan, United States

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 Support Engineer Job Description

Introduction
ASML brings together the most creative minds in science and technology to develop lithography machines that are key to producing faster, cheaper, more energy-efficient microchips. We design, develop, integrate, market and service these advanced machines, which enable our customers - the world’s leading chipmakers - to reduce the size and increase the functionality of their microchips, which in turn leads to smaller, more powerful consumer electronics.

Our main headquarters are located in Veldhoven, the Netherlands, and we also have 18 office locations around the United States- including main offices in Wilton, CT, Chandler, AZ, San Jose, CA and San Diego, CA.The Customer Support Organization with offices in different regions is responsible for the installation, qualification, repair and maintenance of the ASML systems at the customer site and is responsible for the necessary transfer of know-how to the customer. 

Job Mission
The Customer Support Organization is responsible for the installation, qualification, repair and maintenance of the ASML systems at the customer site and is responsible for the necessary transfer of know-how to the customer. The Customer Support Engineer (CSE), an ambassador for ASML, must be the first line of support for the repair and maintenance of the ASML Systems. The CSE will interface with the customers, peers, local 2nd line support and staff management to assure timely and accurate support.

The CSE must be able to clearly communicate between key stakeholders of technical, organizational and operational stakeholders in relation to driving availability to their specific customer. ASML is a world leader in the manufacture of advanced technology systems for the semiconductor industry.  ASML’s corporate headquarters is in Veldhoven, the Netherlands. Manufacturing sites and research and development facilities are located in Connecticut, California and the Netherlands. Technology development centers and training facilities are located in the United States, Japan, Korea, the Netherlands, and Taiwan. Additionally, ASML provides optimal service to its customers via over 50 sales and service organizations in 16 countries. Founded in the Netherlands in 1984, the company is publicly traded on Euronext Amsterdam and NASDAQ under the symbol ASML. 

Job Description
-Install equipment at customer’s locations, including new equipment, upgrades and system relocations.
-Diagnose problems and make appropriate repairs.
-Work with co-workers, customer & technical support in isolating and solving problems.
-Monitor, maintain and optimize equipment on a daily basis to enhance functionality and prevent problems.
-Advise users of appropriate actions to correct system malfunctions.
-Train customers in use and routine maintenance of equipment. Answer customer questions and assist customers in a professional manner.
-Perform administrative and coordination duties, including procedure changes, pass-downs, work orders, field service reports, system problem reports and monthly reports.
-Prepares written technical reports.
-Provide appropriate support and assistance to less experienced ASML personnel as necessary.
-Expediently escalate issues to supporting resources when necessary.
-Install equipment at customer’s locations, including new equipment, upgrades and system relocations. 
-Evaluate and diagnose problems and make appropriate repairs.
-Work with co-workers, customer, and technical support in isolating and solving problems. 
-Monitor, maintain and optimize equipment on a daily basis to enhance functionality and prevent problems.
-Advise users of appropriate actions to correct malfunctions in a timely manner.
-Train customers in use and routine maintenance of equipment. Answer customer questions and assist customers in a professional manner. 
-Perform administrative and coordination duties which include procedure changes, pass-downs, work orders, and field service, system problem, and monthly reports.
-Independently and accurately prepare written technical reports. 
-Provide appropriate support and assistance to less experienced ASML personnel as necessary.
-Non-exempt position requires up to 50% travel, and the willingness to work flexible shifts and extended hours including nights, weekends, and holidays.
-Valid driver’s license and passport required.
-Ability to travel in US and internationally. 

Customer Support Engineer Job Requirements

Education
Position requires a BS degree in an Engineering field or equivalent experience. 

Experience
2-5 years experience on PAS 5500 equipment highly preferred.  

Personal skills
-Ability to complete assignments with attention to detail and high degree of accuracy.
-Proven ability to perform effectively in a demanding environment with changing workloads.
-Work independently or as part of a team and follow through on assignments with minimal supervision.
-Clear and effective communication skills. 
-Ability to establish and maintain cooperative working relationships with co-workers and customer. 
-Strong customer focus and commitment to Customer Satisfaction. 
-Work according to a strict set of procedures within the provided timelines. 
-Mechanical aptitude and knowledge of pneumatics, hydraulics, electronics, and semiconductor processes, and relevant software. 
-Demonstrated experience using computer applications, including data analysis tools, word processing, spreadsheet, and presentation software. 
-Ability to train and mentor Engineers and customer employees. 

Context of the position
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 
-While performing the duties of this job, the employee routinely is required to sit; walk; talk; hear; use hands to keyboard, finger, handle, and feel; stoop, kneel, crouch, twist, reach, and stretch.
-The employee is occasionally required to move around the campus.
-The employee may occasionally lift and/or move up to 20 pounds.
-May require travel dependent on company needs. 
-Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus. 
-Can work under deadlines. 
-The environment generally is moderate in temperature and noise level. 
-Must be able to read and interpret data, information, and documents.
-Can observe and respond to people and situations and interact with others encountered in the course of work.
-Can learn and apply new information or skills.  

Other information
EEO/AA (W/M/Vets/Disability) Employer.

Customer Support Engineer Application Information

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Customer Support Engineer Summary

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