Field Service Engineer - 2L Yieldstar

ASML•Hillsboro, OR

1d•Onsite

About The Position

Introduction to the Job 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. This role sits within our Applications Engineering teams which are customer and product line specific. The scope of this opening will be responsible for our Yieldstar technology supporting Intel in Hillsboro. This is a second line technical support engineer position who supports and guides the first line team when handling complex technical challenges. The Field Service Engineer - 2L Yieldstar executes regular and irregular maintenance activities with considerable independency and under limited supervision. Handles defined and regular problems/maintenance on a machine, either independently or through escalation without supervision.

Requirements

Bachelor's degree in relevant Technical Field
Minimum 6 year's experience in a role that requires hands-on
Mechanical aptitude, knowledge of pneumatics, hydraulics, electronics, and semiconductor processes.
Minimum 2 year's experience training or mentoring peers.
Minimum 2 year's experience using computer applications, including data analysis tools, spreadsheet, and presentation software.
Minimum 1 year experience with stakeholder management and customer communication.
Strong customer focus and commitment to customer satisfaction through prioritization, quality, efficiency and professionalism.
Strong skills in MS Powerpoint, excel and outlook are required to be able to make clear problem summaries towards internal and external stakeholders.
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.
Qualified candidates must be legally authorized to access such controlled technology prior to beginning work.

Responsibilities

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.
Work with the 1st line support team on tool issues, document and package all data relevant for problem resolution (e.g. pass-downs, work orders, field service reports, system problem reports, technical reports) and resolve issues or escalate to GSC/DE.
Handle escalations by sending summary emails to central support teams with data, PCCSIM, key help needed and planning and scheduling calls as required.
Understand tool issues and errors thoroughly and explain to the team (1L, TL, PL. PM, customers, GSC/DE) as needed.
Prepare problem summaries to present to internal teams and the customer during customer calls/passdown.
Use tools, replace parts, improve settings, to execute repairs and standard service actions independently as required (during low manpower/absences/complex actions).
Collect data for technical projects, summarize, create powerpoint summaries and present to stakeholders.
Explain appropriate actions to users to correct malfunctions, train customers in use and routine maintenance of equipment, recommend changes in user procedures when needed
Signal gaps and improvement opportunities and report it to the relevant stakeholders
Maintain and broaden own knowledge, shares best known methods within the work group.
Provide appropriate support and assistance to less experienced engineers on first tasks.