ASMLCS Technical Support Engineer(ME)
任职要求
Requires a BS degree or equivalent experience, complemented with some experience in relevant Technical Field (Electrical Technology, Mechatronics, Mechanical Engineering, etc.). Experience in semiconductor industry preferred. Specialized knowledge in the area of pneumatics, hydraulics or electronics, and semiconductor processes, and relevant software. Experience in using computer applications, including data analysis tools, word processing, spreadsheet, and presentation software. Has extensive knowledge on product functionality of the main modules and extensive knowledge of primary competency/subsystem. 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, in consultation with others. Problem handovers and routing Hands over problem or problem aspects to others (Sr CE's, (Sr.) TSEs, 3rd line support or D&E), documents and packages all data relevant for problem resolution (e.g. pass-downs, work orders, field service reports, system problem reports, technical reports), including feedback on the quality of the aiding tools. Repairs Advise customer technical personnel and first and second line support in dealing with complex problems, use tools, …
工作职责
Context - basic level, acts as technical support based on general knowledge of the systems and more advanced knowledge on a main competence. Builds up a quality focus for the support towards the local engineers.
Context Has basic knowledge of 1 sub-module/module, be able to maintain and improve the workprep, be able to solve an issue on (sub-) module level. Works within standard practices and procedures and is supervised on progress and results. Mainly interacts with GL and colleagues in own team.
Introduction to the job The Customer Support organization is responsible for the installation, qualification, repair and maintenance of the ASML systems at customers site and is responsible for the necessary transfer of know how to the customer. Local sited Customer Support branches perform these tasks for the customers within the specific region. Regional Technical Support organization is responsible for providing higher level technical analysis and solution to the escalated issues from Local sited CS branches over the country. As a regional tech support engineer for a DUV specific technical competences, provide support to internal and external customers by solving escalated problems and providing information to ensure the optimum machine performance criteria are well met in the field. Role and responsibilities Responsible to troubleshoot and resolve issues related to equipment and performance problems in various technical competencies. Solving complex technical problems by remotely analyzing data, creating deterministic forward looking action plans, managing escalations, and delivering on-site support when requested at customer sites Identify structural solutions to prevent issues from happening again in future, collaboration with the local team FSE or OTS to build up the knowledge and experience database for achieving the goal Share knowledge, expertise and lessons learned within the organization During New Product Introduction (NPI), upskill on new features, and support local sites for the new platforms
Introduction to the job The Customer Support organization is responsible for the installation, qualification, repair and maintenance of the ASML systems at customers site and is responsible for the necessary transfer of know how to the customer. Local sited Customer Support branches perform these tasks for the customers within the specific region. Regional Technical Support organization is responsible for providing higher level technical analysis and solution to the escalated issues from Local sited CS branches over the country. As a regional tech support engineer for a DUV specific technical competences, provide support to internal and external customers by solving escalated problems and providing information to ensure the optimum machine performance criteria are well met in the field. Role and responsibilities Responsible to troubleshoot and resolve issues related to equipment and performance problems in various technical competencies. Solving complex technical problems by remotely analyzing data, creating deterministic forward looking action plans, managing escalations, and delivering on-site support when requested at customer sites Identify structural solutions to prevent issues from happening again in future, collaboration with the local team FSE or OTS to build up the knowledge and experience database for achieving the goal Share knowledge, expertise and lessons learned within the organization During New Product Introduction (NPI), upskill on new features, and support local sites for the new platforms
POSITION SUMMARY: APC by Schneider Electric would like to advertise for the position of Level 3 CCC Technical Support Engineer within the Customer Care team. A Schneider Electric Edge or Data Centre Solution consists of the Power, Cooling, Security, Management, Monitoring, Environmental and Rack requirements to ensure a reliable environment for housing and running server systems. The primary responsibility of this role is to provide highest quality Technical Support to our customers using Single-Phase UPS Technology, with a secondary in management and monitoring platforms, supporting the numerous hardware and software products Schneider Electric offer. The successful candidate should have a passion for technology, be a self-learner and motivated to solve complex technical problems through self-led lab testing and validating. The candidate will join an expert team working on latest developments in Secure Power and will gain experience working with some of the leading companies in the world of IT. BREAKDOWN OF REPONSIBILITIES: · Lead cross-functional support team to respond to escalated customer issues in a timely manner including management of escalations as mini-projects. · Provide Weekly updates of CMI (Customer Major Issue) for the Secure Power CS&Q Team. · Serve as a member of the BOC (Board of Change) Team for ODM – acting as case investigator. · Liaising within the Customer Satisfaction & Quality Teams – Offer Quality Leads, Product Quality Leads, Product Managers and Cybersecurity teams on a regular basis to ensure detailed knowledge of trends/bugs, all imminent software related releases and compatibility issues. · Review technical documentation for accuracy and clarity when needed (Product Manuals, Field Service Bulletins, Technical Expert Assessment (TEX) Reports, Method of Procedure) · Support Sustaining Engineers with TEX related activities. · Execute deliverables for the applicable product family in the product development process (PMP) · Provide and develop relevant product training associated with respective product lines. · Oversee support of CCC (training, answering of technical questions, mentoring) · Document problems and help create knowledge articles to help technical support, and field engineers, to identify and solve issues quickly. · Advanced Knowledge of all I2P processes within Bridge Front Office (bFO) · Review field quality data, provided by CCC and Service Operations, to generate reports which can support various I2P processes and initiatives. (IWF, PRB, FSB, etc.) · Providing expert level Hardware/Software support to Customers, Service Engineers, Network Integration Engineers and Service Partners as required. · Installing, updating and testing of new Hardware/Software Products in team laboratory, completing validation testing and recreating customer issues in a controlled environment to identify and troubleshoot reported problems. · Maintaining technical knowledge on new trends, products and systems through project work, courses and self-study.