3rd Line Customer Support Engineer

ASMPT ALSI; Beuningen; On-site; EUR 60,000 - 85,000; Full time

Benefits offered by this job

Travel allowance

Bicycle scheme

Premium pension scheme

Training and development programs

25 vacation days

3 extra days off

Job summary

ASMPT ALSI in Beuningen is seeking a 3rd Line Customer Support Engineer. You will resolve complex machine issues, decide escalation needs, and guide 2nd Line colleagues. The role requires handling high-pressure downtime scenarios and customer coordination across global teams.

You will use problem reports and logs to drive root-cause analysis, support field service engineers, and contribute to service documentation and bulletins. English and Dutch fluency is essential for daily communication.

Qualifications

• Completed WO or HBO degree in Engineering, Mechatronics, Physics or related fields.
• Minimum 5 years of relevant experience in customer service or high-tech machine construction.
• Experience in semiconductor equipment industry is a plus.
• Excellent communication and leadership skills.
• Fluent in written and spoken English and Dutch.

Responsibilities

• Determine if 3rd Line support tasks are handled directly or need escalation to System or Software Engineering.
• Conduct thorough issue analysis based on problem reports and log file data.
• Advise service engineers in the field on further tests and solutions.
• Analyze technical queries, conduct root cause analysis, and contribute to 8D reports.
• Participate in MS Teams calls with 2nd Line teams worldwide to discuss issues and share knowledge.
• Introduce new software releases and ensure service-related considerations.
• Generate machine performance overviews and Pareto charts to identify downtimes.
• Develop instructions and Service Bulletins, review manuals.
• Review work instructions for upgrades and improvements to be rolled out in the field.
• Initiate structural solutions for on-site problems to improve design and assembly.

Skills

Communication

Leadership

Organization

Time management

Analytical skills

Customer focus

Relationship building

Bilingual EN/NL

Education

Engineering (BSc/HBO/WO)

Mechatronics

Physics

Tools

MS Teams

Job description

For our Laser Dicing & Grooving product center in Beuningen we are hiring a 3rd Line Customer Support Engineer. In this role, you are responsible for efficiently solving complex and specialized technical issues of machines in the field. As 3rd Line Customer Support Engineer, you decide if the issue is followed up directly or further escalated to the fire brigade (experts from System Engineering and Software Development departments).

You advise and guide 2nd Line Customer Support colleagues, who are mostly at customer sites and in direct contact with the customer. 3rd Line communicates only directly with customers when 1st & 2nd Line can't resolve the issue. The role involves solving challenging issues under significant pressure, as machines are sometimes down for a while before 3rd Line Customer Support is asked for help.

Key Responsibilites:

• Determine if 3rd Line support tasks are handled directly or need to be forwarded to a team of specialists from System or Software Engineering.
• Conduct thorough issue analysis based on problem reports and log file data, advise service engineers in the field what further tests are needed and how to solve an issue.
• Analyse technical queries deeply, conduct root cause analysis, contribute to complete e.g. 8D reports and keep customers informed.
• Participate in MS Teams calls with 2nd Line teams worldwide to learn about new issues which require support, exchange information about open issues and educate field service engineers about latest functions and functionalities prior to their introduction in the field.
• Introduce new software releases and ensure service-related considerations.
• Generate machine performance overviews, generate error pareto charts and identify top errors causing downtime, advice corrective actions.
• Develop instructions and Service Bulletins, review manuals.
• Review work instructions for upgrades and improvements to be rolled out in the field.
• Initiate structural solutions for on-site problems to achieve product improvement in design and assembly.

THIS IS YOU

• A completed WO or HBO degree in the direction of Engineering, Mechatronics, Physics or related fields.
• At least 5 years of relevant experience in customer service or high-tech machine construction. Having worked in the semiconductor equipment industry is an advantage.
• Excellent communication and leadership skills.
• Strong organizational and time-management skills, with the ability to prioritize multiple issues and manage complex support activities.
• Good analytical skills.
• A customer-oriented mindset and the ability to build and maintain effective relationships with customers and internal stakeholders.
• Broad knowledge of performance metrics.
• Flexibility and ability to work under pressure.
• Fluent in written and spoken English and Dutch.

WE OFFER

• A full-time position (32 - 40 hours per week) at an international high-tech company, where innovation and manufacturing solutions are key.
• An attractive salary aligned with your knowledge, skills, and experience.
• Excellent employee benefits like travel allowance, a bicycle scheme and a premium pension scheme.
• Opportunities for personal and professional growth through training and development programs.
• A dynamic, collaborative work environment with friendly colleagues and exciting, multidisciplinary projects.
• 25 vacation days and 3 additional days off.
• We provide all the necessary hardware and software, including a laptop and phone, to ensure you have everything you need to succeed.
• We like to think that we are fun to work with. Besides working together, we enjoy different activities with our team on a regular basis.

Enabling the digital world

We want to help make our world a better, safer, more comfortable and more sustainable place. To this end, we offer our customers complete, networked and highly integrated hardware and software solutions and are at their side as a competent, long-term partner when it comes to setting up their Intelligent Factories.