ASMLCustomer Support Engineer, Cymer 光源产品
任职要求
Experienced Field Service Enginer with BSc degree in relevant Technical Field (Electrical Technology, Mechatronics, Mechanical Engineering, etc.) or equivalent experience. Experienced in technical industry is required and/or semiconductor industry experience prefered. Experience in using computer applications, including data analysis tools, spreadsheet, and presentation software. Has complete knowledge on product functionality of the main modules/sub-modules. Responsibilities Problem analysis and approach Gather all information relevant for the problem, analyze using available means, gather additional diagnostic info if needed, decide on initial approach to solve problem and execute, consult with others. Problem handovers and routing Handover problem or problem aspects to others (2nd line support), document and package all data relevant for problem resolution (e.g. pass-downs, work orders, field service reports, system problem reports, technical reports). Repairs Use tools, replace parts, improve settings, to execute repairs and standard service actions independently. Procedures Based on arranged customer machine time window to arrange for all (possible) parts, tools, equipment and information / knowledge to be available at start of procedure, execute procedure. Training / advice Explain appropriate actions to users to correct malfunctions, train customers in use and routine maintenance of equipment, recommend changes in user procedures when needed Process Optimization Signal gaps and improvement opportunities and reports it to the relevant stakeholders Knowledge build-up and transfer Maintain and broaden own knowledge, shares best known methods within the work group. Coaching Provide appropriate support and assistance to less experienced engineers on first tasks.
工作职责
Context The Customer Support (CS) organization is responsible for the installations, qualification, repair and maintenance of the ASML systems at customer sites and is responsible for the necessary transfer of know-how to the customer. Local site Customer Support branches perform these tasks for the customer within the specific region. The Field Service Engineer 2 executes regular and irregular maintenance activities with considerable independency and under limited supervision. Handles defined and regular problems/maintanance on a machine, either independently or through escalation without supervision.
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.
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.
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.