Customer Support Engineer (Reutlingen)

The role of Customer Support Engineer is located fully onsite in Reutlingen, Germany. This position requires working in flexible shifts, including weekends and extended hours. If you do not live in the vicinity, you are expected to relocate to Reutlingen.

Does this fit with what you are looking for? And are you :

• Challenged by complex technical products and realizing improvement processes in a customer service environment?
• Able to analyze and understand failure modes of technical parts?
• Able to determine possible root causes together with a team of technical experts?
• The proud owner of a high-quality mind-set?

If so, then the job as Customer Support Engineer within ASML’s Business Line ‘Mature Products and Services’ may be right for you!

Role and responsibilities

As Customer Support Engineer, you are responsible for the installation, qualification, reparation, and maintenance of the ASML systems at our customer site. To be precise, you will :

• Install new equipment, perform upgrades and system relocations on the PAS platform.
• Evaluate and diagnose problems to make appropriate repairs. Work with co-workers, customer, and technical support in isolating and solving problems.
• Monitor, maintain and optimize equipment on a daily basis to enhance functionality and prevent problems.
• Advise users of appropriate actions to timely correct malfunctions.
• Train customers in use and routine maintenance of equipment. Answer customer questions and assist customers in a professional manner.
• Perform administrative and coordination duties which include procedure changes, pass-downs, work orders, and field service, system problem, and monthly reports.
• Independently and accurately write technical reports.
• Provide appropriate support and assistance to less experienced ASML personnel as necessary.

Education and experience

We're looking for candidates with at least a finished bachelor's degree in a technical field like: (Applied) Physics, Mechatronics, Electronics, or comparable (Staatlich gepruefter Techniker). Besides the educational background, we expect you to have :

• Proven interest and/or experience with technical hands-on work (either professional or during education).
• Strong customer focus with commitment to customer satisfaction.
• Experience with strict procedures and timelines.
• Demonstrated experience using computer applications, including data analysis tools, word processing, spreadsheet, and presentation software.
• Attention to detail and a high degree of accuracy.
• Proven ability to perform effectively in a demanding environment with changing workloads.
• The ability to establish and maintain cooperative working relationships with co-workers and customers.

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 thrive in this job, you’ll need the following skills:

• Excellent professional communication in English.
• Pro-active problem-analysis skills with a strong drive for results/solutions.
• Pragmatic.
• Flexibility and the ability to work in changing environments.
• Strong influencing skills (able to motivate, drive, steer and convince others at all levels of the organization).
• Act under high pressure (no 9-5 mentality).
• Affinity with logistic processes.

Other information

It is obligatory that you have a valid driver’s license. In case customer demand is changing, you may be requested to change to travelling engineer, which will require 60% of time traveling across EU to conduct the work at the customer.

This shift consists of a rolling week of 8 days, built up the following way:

• 4 consecutive days of working 12 hours (1 hour break included),
• followed by 4 days of rest.

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.