Customer Support Engineer 成熟产品

该职位来源于猎聘 Introduction to the job 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 executes regular basic, pre-defined maintenance and diagnostic activities under supervision. Role and 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. Education and experience BS degree in relevant Technical Field (Electrical Technology, Mechatronics, Mechanical Engineering, etc.) or equivalent experience.