Technical Support Generalist

ASML•Chandler, AZ

About The Position

ASML US 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 headquarters are in Veldhoven, the Netherlands, and we have 18 office locations around the United States including main offices in Chandler, Arizona, San Jose and San Diego, California, Wilton, Connecticut, and Hillsboro, Oregon. The Customer Support organization is responsible for the installation, qualification, repair and maintenance of the ASML systems at customer site and is responsible for the necessary transfer of know-how to the customer. Local site Customer Support branches perform qualification, repair and maintenance for the customers within the specific region. Role and responsibilities The Tech Support Engineer will work with the Fab team engineers, as technical leader, to provide escalation support including actions plans, best known methods, and competency knowledge next to tool health monitoring. The DUV Tech Support Engineer will also work with non-local resources to solve escalated and structural issues, disseminate knowledge into the local team, and provide project support per competency. Tech Support main responsibilities: Efficiently diagnose and determine root cause of machine down issues. Create and review complex (multi-competency) action plans as needed. Execute new or specialized repair actions with first-time right attitude. Provide beta test, cross department project and coordination support. Knowledge transfer to local site engineers and customer. Perform data analysis and define improvement and monitoring plans to prevent unscheduled downs. Develop and implement best known methods to drive optimized shift to shift performance. Improve service mix and structural issue documentation including initiation, review, and improvement rollout. Must take ownership for solving issues and ensures escalations take place. Take proactive action for prevention or repeating error. Capable of resolving most issues without assistance & highly independent in a shift position. Ability to make decisions in the priority of problem solving. Work unsupervised and be responsible for projects, track equipment performance and prepare technical reports. Take initiative and ownership to increase skill and knowledge level in team. Document knowledge systematically and in an accessible way. Previous experience mentoring new hire engineers & helping integrate from a technical and procedural perspective. Clear and effective communication skills required. Multi-task team player with good ability to work under different working environment pressures. The holder of this position reports to the Tech Support Manager and provides indirect and direct support to customers, and direct escalation and technical support to operations. This position will be part of the Intel Chandler “One Team” initiative. The position will cross-train skillsets for both EUV / DUV tools.

Requirements

BS degree in a technical field; or an equal combination of work experience and education.
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.
Must be able to read and interpret data, information, and documents.
Strong customer focus and commitment to customer satisfaction through prioritization, quality, efficiency and professionalism.
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 and deadlines.
Result driven-demonstrate ownership and accountability.
Identifies bottlenecks and drives improvements.
Work independently or as part of a team and follow through on assignments with minimal supervision.
Demonstrate open, clear, concise and professional communication.
Ability to establish and maintain cooperative working relationships with manager, co-workers and customer.
Work according to a strict set of procedures within the provided timelines.
Position requires up to 25% travel, and the willingness to work extended hours including nights, weekends, and holidays.
Valid driver’s license and passport required.
Ability to travel in US and internationally.
Routinely required to sit; walk; talk; hear; use hands to keyboard, finger, handle, and feel; stoop, kneel, crouch, twist, reach, and stretch.
Occasionally required to move around the campus.
Occasionally lift and/or move up to 20 pounds.
May require travel dependent on business needs.
Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
This position requires access to controlled technology, as defined in the United States Export Administration Regulations (15 C.F.R. § 730, et seq.). Qualified candidates must be legally authorized to access such controlled technology prior to beginning work.

Nice To Haves

3 + years of ASML EUV/DUV Scanner Lithography experience is preferred.
Experience working in service engineering on the first or second line preferred.

Responsibilities

Efficiently diagnose and determine root cause of machine down issues.
Create and review complex (multi-competency) action plans as needed.
Execute new or specialized repair actions with first-time right attitude.
Provide beta test, cross department project and coordination support.
Knowledge transfer to local site engineers and customer.
Perform data analysis and define improvement and monitoring plans to prevent unscheduled downs.
Develop and implement best known methods to drive optimized shift to shift performance.
Improve service mix and structural issue documentation including initiation, review, and improvement rollout.
Must take ownership for solving issues and ensures escalations take place.
Take proactive action for prevention or repeating error.
Capable of resolving most issues without assistance & highly independent in a shift position.
Ability to make decisions in the priority of problem solving.
Work unsupervised and be responsible for projects, track equipment performance and prepare technical reports.
Take initiative and ownership to increase skill and knowledge level in team.
Document knowledge systematically and in an accessible way.
Previous experience mentoring new hire engineers & helping integrate from a technical and procedural perspective.