Escalation Manager - TF FAB NXT Technical Support

Do you enjoy being at the leading edge of high stakes complex issue resolution? Are you a team player that likes to take a leading role in managing escalations and coordinating technical issues in a manufacturing environment? Then ASML is looking for you!

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As Technical Support department we provide quality solutions for technical disturbances to secure delivery performance of our lithography systems. We drive the increase of solving speed, provide fast containments, enable the solving power of the execution department and secure transparent and successful escalation management.

We drive upstream escalation quality together with the natural teams, technical support competences and internal stakeholders from factory, D&E, CS, sales and customer account teams.

In this job as Escalation Manager within NXT Technical Support you will be responsible for the escalation management process and escalation quality within a medium sized (+/- 30FTE) engineering team, whose job is to troubleshoot technical problems on ASML’s NXT systems within their competence as part of the TwinScan Factory (TF).

As an escalation manager of a Technical Support competence at ASML, you'll:

• Ensures Escalation Management Process quality:
  Actively coach, support and challenge escalation owner/TS Engineers.
  Acts on help requests from either escalation owner/TS engineer and/or execution department.
  Secure and improve the quality level of all escalations, including the technical transparency and the problem-solving elements involved
• Involve and Inform stakeholders:
  Build and maintain a broad network with internal stakeholder from multiple parts of the organization (Factory Make & Install/D&E/CS/Sales/etc.). Create transparent communication with respect to escalation management towards our customers and represent their interests within the troubleshoot process.
• Drive decision making process:
  Initiate, chair and lead escalation decision meetings with the goal to align internal stakeholders on applicable scenarios and to facilitate them in a decision.
• Ensures proper resources allocation to escalations.
  Responsible for securing appropriate focus and support form supporting Departments (E.g D&E).
  Challenges the escalation owner on the right coverage of support competencies and helps to get the right resources to solve the issues.
• Drive for quick containments/ MTTR and process improvement.
  Coaches, supports, challenges and is accountable for proper and timely integration of improvements in order to enable quick containment and/or quicker resolution next time via i.e. Post-Mortem and XLD process.
• Cultivate and sustain process expertise.
  Maintains Manage Disturbance process documentation, initiates improvement when an update or new standard is needed.

The job has exposure to TF (higher) management in both factory progress and projects. Besides that you will interface within different layers in different parts of the organization. To be successful in this roll, communication, network creation and maintenance will be a key factor.

We are looking for candidates with a BSc or MSc degree. Next to that, it's important to have the following experience: 

• Troubleshooting and disturbance management.
• Project management/ Escalation management
• Stakeholder management.
• Affinity with production / factory and engineering.

Working at the cutting edge of technology, 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:

• Strong social / communication skills/ networking skills
• High sense of responsibility and devotion, even in stressful and emotional situations.
• Good organizational skills and presentation skills.
• Adequate English communication skills in speech and writing.
• Team player and flexible.
• Structured and transparent way of working.
• Broad technical and business knowledge.
• Decision maker, set priorities, delegate tasks.
• Pro-active and takes initiative.
• Developed sense of needs for your stakeholders

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.

The Progress Escalation Manager reports to Groupleader Technical Support.
- You will be working in a dayshift

- Expected to travel (infrequently, 5-10%) to a customer site.

This position may require access to controlled technology, as defined in the Export Administration Regulations (15 C.F.R. § 730, et seq.). Qualified candidates must be legally authorized to access such controlled technology prior to beginning work. Business demands may require the Company to proceed with candidates who are immediately eligible to access controlled technology.

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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Work Experience: 4-9 years

Travel: 10%

Education Level: Bachelor, Master

Employment Type: FULL_TIME

Team: Projects, Programs and Change

Technical Field: