Global Support Engineer - HMI

Job description

Introduction The Customer Support Organization is responsible for the installation, qualification, upgrade, 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 qualification, repair, upgrades, and maintenance for the customers within the specific region. As a Global Support Engineer, you will be responsible for 3rd Line hardware and software support for our HMI product line across the US and Europe. This team consists of 8 Global Support Engineers who partner and collaborate together to solve problems and provide quick solutions for many of our major customers. Role and responsibilities: Research, diagnose, troubleshoot and solve Hardware and Software issues. Follow standard procedures to escalate unresolved Hardware and Software issues to designated internal stakeholders. Prepare accurate and timely reports and ensure proper recording and closure of all issues. Document tool issues, and develop the best-known-method(BKM) for troubleshooting cases. Share experiences to the team and contribute to the BKM system. Support Research & Development projects to i...