Senior CS IAS (Infrastructure, Architecture and Security) Service System Engineer - Infrastructure Expert

Introduction:

Our department covers worldwide functional support (24x5hr) for all off-scanner applications and contributes to current and future application design. These applications are clustered into different capabilities/domains. These applications are used by the Customer Support (CS) work force while performing their job in serving our customer’s needs. Our mission is to facilitate and improve the productivity of the users of these applications and capabilities in order to meet ASML’s obligations.

We are located in Asia, US and Europe. We work along with the Capability Architects/Groups to help design future applications for ASML CS. We work together by means of knowledge bases, key users, a call management system, and work instructions. We maintain close relationships with the local teams in the field, key user organizations, internal and external suppliers and project organizations to drive the sustainability and availability of CS used off-system applications (e.g. Coach, Maintenance Manager) and technical infrastructure (e.g. BRES, EPS), and will offer CS users functional support, process escalations, and will drive issues to closure, freeing the CS engineer to perform the invaluable task of solving our customer’s issues.

Job Mission:

As an IAS Expert you are the point of contact for the ASML Customer Support organization and application user community (when the knowledge base and key users cannot support them). Your role is a mix of Run the Business (RtB), by solving escalation with your expert area and being a single point of contact for 1 or more local sites, and Change the Business (CtB), by bringing real life examples and input into the design of new applications.

Job Description:

Your main responsibilities are to ensure that support calls are picked up and handled to the satisfaction of our end-users and within given KPI’s, maintain frequent communication with the local sites assigned to you, update the knowledge bases, participate in user acceptance tests (UAT’s) and to participate as required in the Capability Group you are supporting. Working hours need to fit the time window for which the USA team is responsible. To cover our support responsibilities, participation in a ‘standby’ duty schedule might be part of the job.

Within the scope of our team responsibility, as an Expert, you …

• Represent the IAS work stream for one or more local sites for new site readiness;

• Support realization of MRM (BRES, EPS, Data pipeline requirements, FabTop’s, etc.)

• Answer questions of CS engineers;

• Prioritize, diagnose, solve and/or escalate issues;

• Follow up with CS engineers to ensure that issues have been resolved;

• Interface with application experts, business application owners and service providers (e.g. IT, development)

• Administrate call progress in our call management system;

• Align with CS engineers through a series of actions (mainly by email/telephone/Skype);

• Support the roll-out of new/changed applications;

• Establish a good working relationship with CS engineers (especially within your continent);

• Train Key users;

• Execute functional maintenance tasks;

• Document internal procedures and work instructions;

• Participate in the emergency phone system duty schedule;

• Will perform the needed travel (Up to 25%) for training (giving/receiving), aligning, executing work at local office or customers premises.

Within the scope of our team responsibility, as an expert role, in addition to the above, you …

• Gather CS requirements (that are input for the CS roadmaps and projects);

• Align with CS local offices and local CS management, including making arrangements on beta-testing (e.g. User Acceptance Tests);

• Test and roll-out improvements;

• Participate in projects that develop new and/or affect existing functionality. Your primary responsibility is to provide the knowledge on the CS way of working and the functional support needs such that the project results will seamlessness integrate with the needs of the users. Your input will safeguard our team requirements with respect to serviceability and maintainability of the application/infrastructure.

Education:

Position requires a bachelor degree in an engineering field or equivalent experience. Analytical trouble shooting abilities.

Experience:

3 years or more experience working in an application support role in an international setting, preferably in a high tech industry with worldwide coverage. Knowledge of the ASML way of working in general and the CS way of working specifically is of added value to this position.

Personal Skills:

• Specific for this position: Understanding of IT Infrastructure hardware (Servers and data pipeline components) and software

• Strong communication skills in English (both verbal and written);

• Driven, analytical and a team player;

• Customer focused, service, support and result driven;

• Capable of dealing with a very broad range of (technical) subjects;

• Ability to switch to from ‘firefighting’ to ‘helicopter view’ easily;

• Continuous improvement mindset;

• Able to drive, steer and convince others (influencing without power);

• Able to write clear requirement specifications and application documentation;

• Knowledge of business information systems as used by CS or able obtain that knowledge quickly;

• Able to build strong networks;

• Cultural awareness;

• Ability to quickly master the business context of automation tools;

• Willingness to travel (both foreign and domestic), can be ~25% of the time;

• Flexibility in work hours to secure worldwide coverage / support.

Context of the position:

Sector Information

The sector Customer Support (CS) is responsible for the maintenance, repair and continuous improvement of ASML systems at customer locations, as well as transferring all relevant knowledge and supporting the customer in the use of these systems in their production process.

Position in the Organization

The CS IAS US team reports to the CS US Regional IAS Manager. Our team is part of the CS Engineering department and we have people located in Veldhoven (HQ and EMEA support), ASIA (APAC support), and the USA (AMER support).

Other information:

Office location

(Open to location at Chandler, North Phoenix, or Hillsboro)

Travel

This position will include travel (~25%) e.g. for training, alignment and roll-out purposes.

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. Business demands may require ASML to proceed with candidates who are immediately eligible to access controlled technology.

Diversity and inclusion

ASML is an Equal Opportunity Employer that values and respects the importance of a diverse and inclusive workforce. It is the policy of the company to recruit, hire, train and promote persons in all job titles without regard to race, color, religion, sex, age, national origin, veteran status, disability, sexual orientation, or gender identity. We recognize that diversity and inclusion is a driving force in the success of our company.

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