ContextWorks 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 program and other sectors, customers at management level.
Balances different performance aspects and guides customer to best solution, overseeing potential consequences beyond own field of expertise.
Requirements- MSc or Phd (Phd is a plus but not required) in technical fields with substantial relevant industry experience.
- 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.
- Proven ability to perform in a fast paced and ambiguous environment while always maintaining focus on customer goals and relationships.
- Proven track record leading a technical team in bringing complex issues to successful resolution.
- Experience in customer (support) role.
- Strong motivational skills and stakeholder management, and high influence in multidisciplinary environment.
- Competence knowledge covering broad range (target, metrology, control, throughput). Thorough understanding of customer situation and limitations.
Responsibilities- Escalation support
- Acts as a coach for most critical escalations providing insights and investigation direction as well as new analysis methodology.
- New product / service development
- Identifies new solutions or improvements for existing products and products under development and drives them through the processes in ASML to enable implementation. Identifies opportunities and initiates new value-added services.
- New product / service roll out
- Ensures the quality of the beta tests and rollout of new products and services including knowledge transfer material.
- Node solution definition
- Defines and executes work across competences to identify and drive the right solutions. Translates and lands customer requirements on usecase level. Generates / oversees large, high quality test plans. Files IDF and publications.
- Node solution integration
- Drives ongoing customer (software) engagements and coordinates followup and customer responses to integrate the defined solutions on usecase level (current and future inline with program roadmaps). Leads (BRION based) customer projects, working with small team of engineers.
- Coaching
- Assesses skill levels and grows team members by coaching.
- Training delivery
- Creates specialized content for new training curriculum.
- Knowledge sharing
- Establishes good WoW for efficient knowledge exchange across teams and sectors.
- Operational excellence
- Ensures adoption of best practices and lessons learned within department and across the local supporting teams. Acts as change agent of operational excellence.
- Business Support
- Sets and drives priorities based on impact of holistic ASML solution on customer way of working and ASML business. Engages with the business lines and / or account support to find added value space with the customer.
- Customer Demo
- As a subject matter expert, acts as a consultant for ongoing and future demo with customer. Leads the team in their development of technical abilities.
- Data analysis
- Anticipates areas where system design has sensitivity to product applications and convinces customer to provide data and internal stakeholders of its importance. Ability to think out of the box and defines tooling as needed (and can distribute efficiently to others).
This position requires access to controlled technology, as defined in the United States Export Administration Regulations (15 C.F.R. a7 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.
