Location
Hiroshima, Japan
Team
Customer Support
Work experience
2-3 years, 4-9 years, 10-15 years, 16+ years
Educational background
Physics, Computer Science, Mathematics, Chemical Engineering, Materials Science, Mechanical Engineering, Electrical Engineering, Mechatronics, Data Science, Other technical backgrounds
Travel
25%
Workplace type
Hybrid
Fulltime/parttime
Full time
Introduction to the job
- Diagnostics Engineer support all DUV customers in Japan and give remote diagnostics and provide action plans to resolve the machine issues
Role and responsibilities
- Remote troubleshoot and diagnose technical tool issues on ASML’s lithographic equipment escalated by customers to 1st line teams in Japan.
- Create deterministic action plans for diagnostics and solutions for our customers based on data analysis.
- Ensure daily updates to stakeholders and management (internal & external).
- Intake passdown from internal/external customers to clearly understand actions required for the upcoming shift.
- Update written and verbal pass downs of all ongoing escalation for Japan to ensure 24x7 escalation support for customers without added delay.
- Share diagnostic skills and knowledge with Diagnostics team and Japan Technical Support team as well as customer support teams in the field.
- During New Product Introduction (NPI), upskill on new features and support sites with the new platforms.
- Mentor and coach junior team members on competency knowledge and escalation process.
- Escalate to Technical Support teams and GSC according to the committed escalation process and timeline.
- Proactively lead the development of continuous improvement action plans on all complex problems that have been solved.
Education and experience:
- Bachelor's Degree in any Engineering, or related field and two (2) years of experience as a Mechanical Engineer, Support Engineer, Process Engineer or related position.
Language Proficiency:
- Proficient in English both verbally and in written communication
- Business level of Japanese skills are of added value
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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