Senior CS IAS (Infrastructure, Architecture and Security) Service System Engineer - Infrastructure Expert
Senior CS IAS (Infrastructure, Architecture and Security) Service System Engineer - Infrastructure Expert
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Salary Not Disclosed
1 Vacancy
Job Description
Introduction:
Our department covers worldwide functional support (24x5hr) for all offscanner applications and contributes to current and future application design. These applications are clustered into different capabilities/domains. These applications are used by the Customer Support (CS) work force while performing their job in serving our customers needs. Our mission is to facilitate and improve the productivity of the users of these applications and capabilities in order to meet ASMLs obligations.
We are located in Asia US and Europe. We work along with the Capability Architects/Groups to help design future applications for ASML CS. We work together by means of knowledge bases key users a call management system and work instructions. We maintain close relationships with the local teams in the field key user organizations internal and external suppliers and project organizations to drive the sustainability and availability of CS used offsystem applications (e.g. Coach Maintenance Manager) and technical infrastructure (e.g. BRES EPS) and will offer CS users functional support process escalations and will drive issues to closure freeing the CS engineer to perform the invaluable task of solving our customers issues.
Job Mission:
As an IAS Expert you are the point of contact for the ASML Customer Support organization and application user community (when the knowledge base and key users cannot support them). Your role is a mix of Run the Business (RtB) by solving escalation with your expert area and being a single point of contact for 1 or more local sites and Change the Business (CtB) by bringing real life examples and input into the design of new applications.
Job Description:
Your main responsibilities are to ensure that support calls are picked up and handled to the satisfaction of our endusers and within given KPIs maintain frequent communication with the local sites assigned to you update the knowledge bases participate in user acceptance tests (UATs) and to participate as required in the Capability Group you are supporting. Working hours need to fit the time window for which the USA team is responsible. To cover our support responsibilities participation in a standby duty schedule might be part of the job.
Within the scope of our team responsibility as an Expert you
Represent the IAS work stream for one or more local sites for new site readiness;
Support realization of MRM (BRES EPS Data pipeline requirements FabTops etc.)
Answer questions of CS engineers;
Prioritize diagnose solve and/or escalate issues;
Follow up with CS engineers to ensure that issues have been resolved;
Interface with application experts business application owners and service providers (e.g. IT development)
Administrate call progress in our call management system;
Align with CS engineers through a series of actions (mainly by email/telephone/Skype);
Support the rollout of new/changed applications;
Establish a good working relationship with CS engineers (especially within your continent);
Train Key users;
Execute functional maintenance tasks;
Document internal procedures and work instructions;
Participate in the emergency phone system duty schedule;
Will perform the needed travel (Up to 25%) for training (giving/receiving) aligning executing work at local office or customers premises.
Within the scope of our team responsibility as an expert role in addition to the above you
Gather CS requirements (that are input for the CS roadmaps and projects);
Align with CS local offices and local CS management including making arrangements on betatesting (e.g. User Acceptance Tests);
Test and rollout improvements;
Participate in projects that develop new and/or affect existing functionality. Your primary responsibility is to provide the knowledge on the CS way of working and the functional support needs such that the project results will seamlessness integrate with the needs of the users. Your input will safeguard our team requirements with respect to serviceability and maintainability of the application/infrastructure.
Education:
Position requires a bachelor degree in an engineering field or equivalent experience. Analytical trouble shooting abilities.
Experience:
3 years or more experience working in an application support role in an international setting preferably in a high tech industry with worldwide coverage. Knowledge of the ASML way of working in general and the CS way of working specifically is of added value to this position.
Personal Skills:
Specific for this position: Understanding of IT Infrastructure hardware (Servers and data pipeline components) and software
Strong communication skills in English (both verbal and written);
Driven analytical and a team player;
Customer focused service support and result driven;
Capable of dealing with a very broad range of (technical) subjects;
Ability to switch to from firefighting to helicopter view easily;
Continuous improvement mindset;
Able to drive steer and convince others (influencing without power);
Able to write clear requirement specifications and application documentation;
Knowledge of business information systems as used by CS or able obtain that knowledge quickly;
Able to build strong networks;
Cultural awareness;
Ability to quickly master the business context of automation tools;
Willingness to travel (both foreign and domestic) can be 25% of the time;
Flexibility in work hours to secure worldwide coverage / support.
Context of the position:
Sector Information
The sector Customer Support (CS) is responsible for the maintenance repair and continuous improvement of ASML systems at customer locations as well as transferring all relevant knowledge and supporting the customer in the use of these systems in their production process.
Position in the Organization
The CS IAS US team reports to the CS US Regional IAS Manager. Our team is part of the CS Engineering department and we have people located in Veldhoven (HQ and EMEA support) ASIA (APAC support) and the USA (AMER support).
Other information:
Office location
(Open to location at Chandler North Phoenix or Hillsboro)
Travel
This position will include travel (25%) e.g. for training alignment and rollout purposes.
This position requires access to controlled technology as defined in the United States Export Administration Regulations (15 C.F.R. 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.
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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ASML provides reasonable accommodations to applicants for ASML employment and ASML employees with disabilities. An accommodation is a change in work rules facilities or conditions which enable an individual with a disability to apply for a job perform the essential functions of a job and/or enjoy equal access to the benefits and privileges of employment. If you are in need of an accommodation to complete an application participate in an interview or otherwise participate in the employee preselection process please send an email to to initiate the companys reasonable accommodation process.
Please note: This email address is solely intended to provide a method for applicants to initiate ASMLs process to request accommodation(s). Any recruitment questions should be directed to the designated Talent Acquisition member for the position.
Required Experience:
Senior IC
Employment Type
Full-Time
