Field Service Technician Manager

Introduction

ASML US brings together the most creative minds in science and technology to develop lithography machines that are key to producing faster, cheaper, more energy-efficient microchips. We design, develop, integrate, market and service these advanced machines, which enable our customers - the world's leading chipmakers - to reduce the size and increase the functionality of their microchips, which in turn leads to smaller, more powerful consumer electronics. Our headquarters are in Veldhoven, the Netherlands, and we have 18 office locations around the United States including main offices in Chandler, Arizona, San Jose and San Diego, California, Wilton, Connecticut, and Hillsboro, Oregon.

Role and Responsibilities

This role will require split time between our N Phoenix and Chandler locations.

As a Field Service Technician Manager, the primary duties will involve developing and managing the AZ technician team, collaborating with customer sites to provide maintenance support, securing quality execution during customer support activities, and providing technical guidance as needed.

Essential duties and responsibilities will include the following:

• Ensures safe working environments and procedures during daily work activities.

• Ensures availability and safe operation of tools or equipment for maintenance of systems at customer sites. Includes purchasing of administrative tools, e.g., computers, pagers, etc.

• Manages employee development including performance evaluations on safety and quality

• Establishes and monitors technician training plans, certification tracking and long-term training strategies.

• Manages technician schedules to ensure adequate resource for maintenance and repairs of equipment at customer sites: PTO, training, customer site support labor. Includes monitoring and reporting of technician utilization.

• Conducts operational meetings with Site Coordinators to align resources and performance metrics.

• Reviews long term service strategies with Site Management and confirms plans.

• Regularly monitors progress of action execution and escalates to support channels for help request to drive best in class execution.

• Completes weekly reports necessary to meet corporate and customer requirements.

• Ensures and maintains cross-functional interface with Site Management, Logistics, Technical Support and other regional and corporate functions as required.

• Engages and maintains X-site relationships including proactive interface to identify potential areas of improvement and drive resolution.

Education and Experience

• Bachelor's degree in a technical field.

• Minimum of 7-10 years of experience in service operations; preferably in a semiconductor equipment discipline.

• Minimum of 5-7 years of experience leading and managing teams.

• Extensive applied technical support and field service experience in semiconductor photolithography / semiconductor fab environment is highly desired.

Skills

Working at the cutting edge of tech, you'll always have new challenges and new problems to solve - and working together is the only way to do that. You won't work in a silo. Instead, you'll be part of a creative, dynamic work environment where you'll collaborate with supportive colleagues. There is always space for creative and unique points of view. You'll have the flexibility and trust to choose how best to tackle tasks and solve problems. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Candidate should have a combination of significant strengths in service operations management with experience managing service technicians and executing customer service operations.

• Candidate should be able to negotiate customer's needs along with ASML business priorities to build strong relationships and drive the business forward

• Candidate should have leadership experience and ability to cultivate a team by using ASML's leadership framework and core values.

• Candidate should have experience in electronics, software, mechanical engineering, optics and an ability to understand problems of scope where analysis of situations or data requires a review of identifiable factors. Exercises judgment within defined procedures and practices to determine appropriate action.

• System performance related data analysis, system troubleshooting and applied technical problem solving skills required.

Other Skills Needed:

• Language and Communication Skills

  • Ability to read, analyze, and interpret technical procedures and technical documents. Ability to write reports, business correspondence, procedures and service/support correspondence & documentation.

  • Ability to effectively present information and respond to questions from groups of managers, clients, customers is a must.

  • Ability to interact and communicate successfully; respecting local customs and business practices.

• Mathematical Skills

  • Ability to perform engineering level calculations, mathematical, statistical and technical data analysis.

• Reasoning Ability

  • Ability to define problems, collect data, establish facts, and draw valid conclusions.

  • Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Other Information

Physical Demands (in office & in-fab)

• Position requires office as well as significant customer location (in-fab & customer meeting) interface.

• Responsibilities will include travelling within Phoenix region for operational & team development support and occasionally travelling within US region and overseas for training and/or service management meetings.

• Able and willing to respond to customer emergencies and situations after hours.

• Must be willing to work in a clean room environment, wearing coveralls, hoods, booties, safety glasses and gloves for entire duration of shift.

• While performing the duties of this job, the employee routinely is required to sit; walk; talk; hear; use hands to keyboard, finger, handle, and feel; stoop, kneel, crouch, twist, reach, and stretch.

• The employee may occasionally lift and/or move up to 35 pounds.

• Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

• The environment generally is moderate in temperature with moderate to high noise level.

You must be work authorized in the United States without the need for employer sponsorship.