Introduction to the job

The sector of Customer Support (CS) in HMI is responsible for the maintenance, repair and continuous improvement of HMI systems at customer locations, as well as transferring.

This position is suitable for people who want to work as filed support engineer with using Japanese / English.

Role and responsibilities

1. Problem analysis and approach

Gather all information relevant for the problem, analyze using available means, gather additional diagnostic info if needed, decide on initial approach to solve problem, assess new information and adapt approach if necessary.

2. Problem handovers and routing

Handover problem or problem aspects to others (2nd / 3rd line support), document and package all data relevant for problem resolution (e.g. pass-downs, work orders, field service reports, system problem reports, technical reports), ensure problem ownership is clear, ensure follow-up.

3. Repairs

Advise customer technical personnel in dealing with problems, together with customer technical staff and using manuals and guidance from 2nd and 3rd line support, use tools, replace parts, improve settings, to execute repairs.

4. Procedures

Arrange with customer machine time window to execute procedure, plan procedure, arrange for all (possible) parts, tools, equipment and information / knowledge to be available at start of procedure, execute procedure, make necessary decisions / adaptations during procedure to realize optimal results.

5. Training / advice

Explain appropriate actions to users to correct malfunctions, train customers in use and routine maintenance of equipment, recommend changes in user procedures when needed.

6. Installation

Install equipment at customers locations, including equipment with new features, unload components, inspect for damage, assemble, align and test.

7. Knowledge build-up and transfer

Teach others on ASML products, new and installed, tools, manuals, ways of working etc., maintain and broaden own knowledge.

8. Coaching

Provide appropriate support and assistance to less experienced ASML or local personnel as necessary.

9. Continuous improvement

Signal possible improvements in manuals / procedures and ways of working, analyze applicability, accuracy and adherence to design specifications, recommend design changes or substitution of materials when appropriate.

10. Coordination and customer interaction

Plan and coordinate the activities of employees in the team, including client personnel, deal with customer on multiple levels in all situations.

11. Scheduled service activities

Execute regular maintenance and implement upgrades and FCO’s.

Education and experience

Preferably experience with Semiconductor tool/equipment or complex mechatronics systems (Aerospace, Robotics, Factory Automation, Actuators, Motion control or industries with related technologies)
Minimum 2 years experience as service maintenance engineer for electrical/mechanical products/machine/process.
Candidate who studied in Electrical or mechanical faculty and have enthusiasm to be engineer may be considered even if s/he does not have experience as engineer above.

Skills

Native level Japanese skill is required
Fundamental English skill is preferred (around TOEIC 500).If not, motivation to learn English and increase TOEIC score in first year on the job is required
Self-motivated and flexibility
Pragmatic attitude, motivated, pro-active, self-driven and flexible
High sense of responsibility and devotion
Good team player who is committed to the success of ASML
Strong analytical ability and focus on problem solving
Flexibility required for the possibility of domestic or oversea transfer in the future, dependent on business needs.

Other information

Native level Japanese skill is required along with business-level English

Context

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.
The Field Service Engineer 1 executes regular basic, pre-defined maintenance and diagnostic activities under supervision.

Requirements

Requires a BS degree in relevant Technical Field (Electrical Technology, Mechatronics, Mechanical Engineering, etc.) or equivalent experience.

Native level Japanese skill is required along with business-level English

Responsibilities

Problem analysis and approach

Gather all information relevant for the problem, analyze using defined means, gather additional diagnostic info if needed, execute initial approach to solve problem determined by senior engineers and with close guidance from others.

Problem handovers and routing

Handover problem or problem aspects to others (experienced 1st line), document all data relevant for problem (e.g. pass-downs, work orders, field service reports, system problem reports, technical reports).

Repairs

Use tools, replace parts, improve settings, to execute repairs per the guidance provided by experienced team members.

Procedures

Based on arranged customer machine time window to arrange for all (possible) parts, tools, equipment and information / knowledge to be available at start of procedure, execute procedure under the guidance from experienced team members.

Training / advice

Explain appropriate actions to users to correct malfunctions, routine maintenance of equipment, recommend changes in user procedures when needed.

Knowledge build-up and transfer

Shares own findings and WoW with rest of the team.

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.

EOE AA M/F/Veteran/Disability

Need to know more about applying for a job at ASML? Read our frequently asked questions.

Inclusion and diversity

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 inclusion and diversity is a driving force in the success of our company.

Need to know more about applying for a job at ASML? Read our frequently asked questions.

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