ASML - Technical Escalation Project Leader 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.

ASML - Technical Escalation Project Leader Job Description

Help our partners in CS Field to meet customer commitments as defined in the Service Level Agreement (SLA), by delivering dedicated escalation management to the most complex and business critical escalations coming into the GSC.

Job Description
1. Escalation progress management

• Take the lead in organizing and managing an expert team
• Identify and close gaps which slows down the time of resolution
• Avoid tunnel vision in the team by enforce out of the box thinking
• Chair and lead escalation meetings
• Report and manage expectations of business lines, field and management

• Build and maintain a good relationship with the local teams
• Represent the field towards marketing, program managers, account teams etc.
• Offer help when the standard process is not sufficient at that moment
• Be a consulting partner for the local teams on processes
• Manage expectations of stakeholders involved
• Act as an owner of the tools operating at the customer site

• Report status of tools which are under CS responsibility
• Report on different management levels regarding ‘extreme long down tools' (>24h)
• Communicate status of problem solving process to all stakeholders

• Provide constructive feedback to drive for continuous improvement within GSC
• Be the GSC process ‘watchdog' and initiate improvements

ASML - Technical Escalation Project Leader Job Requirements

Bachelor or Master degree in engineering, or equivalent experience; knowledge of electronics, mechanics, optics, software, semiconductor processes, and related disciplines.

Experience

• Experience in troubleshooting on technical level
• Knowledge of ASML products on a technical level
• Experience within the ASML organization, specifically with CS and D&E.
• Experience in managing customer escalations and (internal) customer communication

• High sense of customer focus
• High level of personal ownership, initiative and drive
• Capable of influencing people without formal authority, also at higher management levels
• Able to keep focus on the big picture and take difficult decisions in the middle of a high pressure, business critical escalation
• High level of stress tolerance
• Flexible mindset: working hours, travel and work environments.
• Excellent communication skills (English, both oral and written).
• Cultural awareness and the ability to work with different cultures.
• Strong analytical and conceptual skills
• Able to analyze working methods (processes), define and drive improvements

ASML - Technical Escalation Project Leader Application Information

Other Information
ASML creates the conditions that enable you to realize your full potential. We provide state-of-the-art facilities, opportunities to develop your talents, international career opportunities, a stimulating and inspiring environment, and most of all, the commitment of a company that recognizes and rewards outstanding performance.Our selection process includes an online Talent Exploration that gathers information about your key drivers, your personal values, motivators and career ambitions.

The Talent Exploration enables both you and us to explore if there is a mutual match - not only for today, but also for your future career at ASML.Please add your complete & recent CV and cover letter for this position to your application.We can't process your application without the above mentioned documents.You can apply for this job using below button: “Apply for this job”.Applications sent by email can't be processed. 

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ASML - Technical Escalation Project Leader Summary

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