SUMMARY

Provides onsite field service support through the performance of installations, upgrades, repairs, and maintenance of complex capital equipment and systems.  Troubleshoots either to resolve issues directly or through referring advanced issues to technical support resources.  Acts as a customer service advocate, instructing customers in the operation and maintenance of the system.

Radford:  Provides highly visible customer support through the performance of on-site installation, as well as overseeing any necessary diagnoses, troubleshooting, service, and repair of complex equipment and systems. Checks out and approves operational quality of system equipment. Instructs customers in the operation and maintenance of the system. Serves as company liaison with customer on administrative and technical matters for assigned projects. Interprets customers’ needs and clarifies if the responsibility for problem resolution falls to sales personnel, customer support reps, or engineers. This job may include any aspect of field support, and is not limited to system hardware and software, PCs, and networking/wireless networking.

DUTIES AND RESPONSIBILITIES

Analyzes, diagnoses, and troubleshoots Cymer equipment problems via telephone or at customer site.Performs installation, repair, retrofits, upgrades and preventive maintenance on Cymer equipment installed at customer sites.Regularly provides assistance, guidance, leadership, and technical assistance to junior or less experienced field service engineers; may serve as site leader for customer.Maintains and manages an assigned installation equipment base.  This includes providing primary support, forecasting, conducting customer support meetings, and ensuring regular communication with the customer.Assists customers in the receipt, installation, and testing of company equipment.Conducts equipment troubleshooting, analysis, and debugging in support of installation or operating activities.Provides service education to customer’s service and operations staff.Ensures that parts are available and as specified for service requirements.Maintains appropriate tools are on hand and as required.Travels as required for the purposes of performing service activities at customer sites or backfilling for other Cymer Field Service Engineers.Completes service, expense reports, and other administrative responsibilities in accordance with Cymer’s procedures and with supervisor’s approval.Uses company technical documentation and provides feedback for improvement.Performs other duties as assigned.

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.

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