Introduction to the job

Our department within Customer Support covers worldwide functional support (24x5hr) for all off-system applications and contributes to current and future application design. These applications are used by the Customer Support (CS) work force while performing their job in serving our customer’s needs. Our mission is to facilitate and improve the productivity of the users of these applications and capabilities in order to meet ASML’s obligations.

We 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 customer’s issues.

Role and responsibilities

​As an CS Capability 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 escalations within your expert area and being a single point of contact for one or more local sites - and Change the Business (CtB), by bringing real life examples and input into the design of new applications.

Your main responsibilities are to ensure that support calls are picked up and handled to the satisfaction of our end-users and within given SLA’s, to maintain frequent communication with the local sites assigned to you, to participate in user acceptance tests and to participate in projects as expert for your domain, including the support of deployments. To successfully do so you build and maintain strong relationships with the local sites and users as well with the development teams. You also maintain documentation like knowledge bases and internal procedures and train key users.

Education and experience

Position requires a bachelor degree in an engineering field, equivalent experience or IT experience:

2 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 applications supporting business processes or able to obtain that knowledge quickly

Knowledge of ITIL processes

Knowledge of the ASML way of working in general and the CS way of working specifically is a pre.

Customer focused, service, support and result driven with an continuous improvement mindset;

Able to navigate and network easy within a multicultural environment;

Driven, analytical and a team player;

Organize own work in a broad range of (technical and functional) subjects;

Able to switch from ‘firefighting’ to ‘helicopter view’ easily;

Able to write clear requirement specifications and application documentation;

Able to quickly master the business context of applications used in the CS domain.

Other information

Travel

This position will include travel (~10%) e.g. for training, alignment and roll-out purposes.

Flexibility in work hours to secure worldwide coverage / support

Please apply with both up to date CV (in English) and a motivation for this particular position.

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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