Context
Works either in Customer Support or in BL Apps (AE, Brion or HMI) and can be located in the field as well as at HQ working on sustaining, NPI or customer projects. Interfaces with project leaders and mostly within own sector or project team.
Applies acquired knowledge to the directly related customer problems and industry solutions, and uses this to tackle problems from multiple angles. For a single competency can contribute to translate customer requirements into existing product capabilities and can demonstrate the value of the product for specific customer situation.
Requirements
MSc or Phd (Phd is a plus but not required) in technical fields.
Solid relevant experience in an IC manufacturing environment, or research institute with a strong emphasis on lithography, patterning, overlay, imaging, focus, metrology or defectivity related to node/process development.
Experience in customer contact / customer service role.
Proven ability to perform in a fast paced and ambiguous environment while always maintaining focus on customer goals and relationships.
Has gained knowledge of subset competence (eg. alignment).
Responsibilities
Escalation support
Drives service order closure from a technical perspective.
New product / service development
Follows PGP standard tasks and identifies gaps in existing use-cases. Highlights gaps in existing services.
New product / service roll out
Coordinates one or multiple customer rollout and beta tests. As an NPI deliverable; creates knowledge sharing material for future reference.
Node solution definition
Executes analysis work within a single competence/domain, typically following predefined paths. Combines inputs from others to make one consistent solution definition.
Node solution integration
Combines inputs from others to make one consistent execution plan, such as test plans, integration requirements, etc. Owns sharing and executing the integration plan.
Coaching
Mentors new-hires on first tasks.
Training delivery
Delivers and maintains intermediate and advanced training to colleagues and customer.
Knowledge sharing
Entertains continuous knowledge exchange within the department and across different sectors.
Operational excellence
Signals and drives process improvements both in own team and other teams. Focuses efforts on both process and result.
Business Support
Sets priorities based on internal and customer's business within scope of own expertise. Executes complex product evaluation understanding customer value.
Customer Demo
Leads organization of demo projects and is responsible for resource and machine planning.
Data analysis
Produces high quality analysis from any data provided by customer to generate trusting relationship and access to more data. Interprets data analysis to demonstrate customer value of ASML products and services. Working with default toolset and analysis methods; capable of working with predefined scripts, with limited modifications.
