ASMLCustomer Support Engineer

Customer Support Engineer Location: Shanghai Zhangjiang/Jiading/Lingang Job Description: - Install equipment at customer's locations, including equipment with new features, unload components, inspect for damage, assemble, align and test. Analyze applicability, accuracy and adherence to design specifications. Recommend design changes or substitution of materials when appropriate. - Evaluate and diagnose problems and make appropriate repairs. Work with co-workers, customer & field support in isolating and solving problems. - Maintain and optimize equipment on a daily basis to enhance functionality and prevent problems. - Train customers in use and routine maintenance of equipment. Answer customer questions and assist customers in a professional manner. Act as a resource for users on routine malfunctions. Advise users of appropriate actions to correct malfunctions and may recommend changes in user procedures. - Perform administrative and coordination duties, including pass-downs, work orders, field service reports, system problem reports, and monthly reports. Prepare written technical reports on an independent basis. Provide if appropriate support and assistance to less experienced ASML or local personnel as necessary. - Should expect to spend more than 50% of the time inside the clean room working with mechanical and electrical equipment. - Can work flexibly, can accept overtime working - Have initiative to communicate with colleagues and learn from them - Can accept manager/leader’s arrangement based on company business needs

Customer Support Engineer Job Description: - Install equipment at customer's locations, including equipment with new features, unload components, inspect for damage, assemble, align and test. Analyze applicability, accuracy and adherence to design specifications. Recommend design changes or substitution of materials when appropriate. - Evaluate and diagnose problems and make appropriate repairs. Work with co-workers, customer & field support in isolating and solving problems. - Maintain and optimize equipment on a daily basis to enhance functionality and prevent problems. - Train customers in use and routine maintenance of equipment. Answer customer questions and assist customers in a professional manner. Act as a resource for users on routine malfunctions. Advise users of appropriate actions to correct malfunctions and may recommend changes in user procedures. - Perform administrative and coordination duties, including pass-downs, work orders, field service reports, system problem reports, and monthly reports. Prepare written technical reports on an independent basis. Provide if appropriate support and assistance to less experienced ASML or local personnel as necessary. - Should expect to spend more than 50% of the time inside the clean room working with mechanical and electrical equipment. - Can work flexibly, can accept overtime working and travel request . - Have initiative to communicate with colleagues and learn from them - Can accept manager/leader’s arrangement based on company business needs

Technical Support Engineer Position Summary Technical Support Engineer’s role is Provide technical support to field engineers, local technical support engineers, integrator site operations engineers and customers including diagnosis, troubleshooting, and repair support by communicating issues associated with complex laser-based systems. Support cross functional escalation and actively engage to resolve issues within local and different countries. Monitor field lasers regularly and suggest best actions to solve problems and update GDS when observing new failure mode May also be required, as part of new product technical support, training, and preparation by supporting customer installation launch teams, customer focused projects Job Description May also be required, as part of new product technical support, training and preparation by supporting customer installation launch teams, customer focused projects Uses established escalation and service management processes to provide timely responses to field situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment. Identifies issues emanating from integrator and service operations that require engineering change. Utilizes established change management & field change processes to follow-through with appropriate documentation and implementation for regional service & support organization(s). Monitor field lasers regularly and suggest the best actions to solve problems and update GDS when new failure. Reports design, reliability, and maintenance problems or bugs to design engineering/software engineering and assists in problem communication and solution implementation to integrator operations/regional support personnel. Provides support to customers/users where the product is highly technical or sophisticated in nature. Provide support and adhere to corporate processes associated with new product introduction, released products, quality, technical service reporting, field service communications, etc. Provide local training to deliver differences of system with new system introduction and participate in system design for field service. Lead new product launch to field when new product and provide observation with technical analysis. Constitute a self-directed project and secure resources from HQ and local to drive and complete project when necessary. Be a member of projects which constituted by HQ/Local and play the necessary role for projects. Travelling cross-sites / abroad to support escalation when onsite support is required. Performs other duties as assigned. The employee is required to work in a cleanroom environment when need arises (trouble shooting, tool performance monitoring, beta test support, on job training, etc.) with full gowning (full body coveralls, hood, CR safety shoes, face mask, nitrile gloves, safety glasses and proper PPE(personal protective equipment). Working under ISO 9000/14000 standards)

DUTIES AND RESPONSIBILITIES Analyzes, diagnoses, and troubleshoots Cymer equipment problems via telephone or at customer site. Performs installation, repair, retrofits, upgrades and preventive maintenance on Cymer equipment installed at customer sites. Regularly provides assistance, guidance, leadership, and technical assistance to junior or less experienced field service engineers; may serve as site leader for customer. Maintains and manages an assigned installation equipment base. This includes providing primary support, forecasting, conducting customer support meetings, and ensuring regular communication with the customer. Assists customers in the receipt, installation, and testing of company equipment. Conducts equipment troubleshooting, analysis, and debugging in support of installation or operating activities. Provides service education to customer’s service and operations staff. Ensures that parts are available and as specified for service requirements. Maintains appropriate tools are on hand and as required. Travels as required for the purposes of performing service activities at customer sites or backfilling for other Cymer Field Service Engineers. Completes service, expense reports, and other administrative responsibilities in accordance with Cymer’s procedures and with supervisor’s approval. Uses company technical documentation and provides feedback for improvement. Performs other duties as assigned. JOB COMPLEXITY Works on moderately complex problems of diverse scope where analysis of data requires evaluation of identifiable factors. Demonstrates good judgment in selecting methods and techniques for obtaining solutions. Networks with senior internal and external personnel in own area of expertise.