ASML brings together the most creative minds in science and technology to develop lithography machines that are key to producing faster, cheaper, more energy-efficient microchips. We design, develop, integrate, market and service these advanced machines, which enable our customers - the world's leading chipmakers - to reduce the size and increase the functionality of their microchips, which in turn leads to smaller, more powerful consumer electronics. Our main headquarters are located in Veldhoven, the Netherlands, and we also have 18 office locations around the United States- including main offices in Hillsboro, OR, Wilton, CT, Chandler, AZ, San Jose, CA and San Diego, CA.
Job Mission/Description
The CS Quality and Excellence for the Intel CT & US Region is part of the Customer Support organization. The team support all local US sites operationally and the Intel sites WW for customer quality engagement. The Quality & Excellence team is responsible to define and drive the quality improvement roadmap for the US region and in alignment with Intel. The team consists of 4 main pillars to enable driving Quality as an operations:
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Customer Quality - [Intel Customer Team] - The customer quality managers secure progress and communication of quality incidents (tactical) and quality programs (strategic). They are also responsible to share customer's voice internal at local sites and towards upstream solution providers
Service Quality Engineering - [Regional] - Support local operations to address quality hits captured in the daily disturbance review meetings
Service Quality Excellence - [Regional] - Drive quality programs; internal and ISO audit, Quality training, craftmanship, New Machine Quality, etc
Logistics Quality - [Regional] - Focus on material return quality, inspections, stock purge, tool calibrations & certification
The CS&S Customer Quality Manager (CQM) HMI/APPS is part of the Customer Quality team. The role of CQM focuses on two levels:
- Tactical: Support customer in follow-up of high impact quality hits. Internally guide/push a follow-up according to the 8D process to secure a structural resolution of the incident. The high impact quality hits are typically captured in an official Customer Quality Complaint (CQN)
- Strategic: Align with customer and service quality excellence team on quality programs to address systematically the common root causes of quality hits (i.e. packaging of material leading to DOAs)
The CQM HMI/APPS primarily focus on quality hits related to products of the BL APPS: HMI, Yieldstar and non-equipment related products. The CQM closely collaborates with the local Quality engineers, the Service Excellence team and stakeholders in CS Central supporting the need to address quality concerns upstream. When needed, the CQM will connect directly with the Supplier & Procurement (S&P) team to address required improvement upstream.
Duties and Responsibilities:
- Interface with Intel & US customers on quality issues related to HMI/APPS products
- Align with customer on Customer Quality Indicators (CQI's)
- Secure buy-in from ASML Headquarters in case required
- Drive CQI performance to agreed targets
- Local intake & filtering for customer quality complaints
- Manage proper follow-up through QE CF Customer Quality Care team
- Manage timely closure of complaint with customer
- Collaborate with local CS team on part quality matters
- Align with customer on audit agenda
- Work with QE Audit team on follow-up
- Drive quality improvements
- Intake, filtering, follow-up managing, and feedback communication for Failure Analysis Requests (CQN)
- Review of 'Dead-on-Arrival' spare parts with local quality engineers and CS operational team, drive follow-up
- Identify and drive follow-up of major quality escalation
- Intake, filtering, follow-up managing, and feedback communication for Failure Analysis Requests (CQN)
- Assist Customer Quality management by proposing process improvements and participate in deployment of new and improved processes
- Assist Customer Quality management by initiating, driving and tracking of improvements on the execution of crucial processes
- Drive and track follow-up of actions resulting from audit findings
Educational and Experience
- Bachelor/Master's degree with extensive years of relevant experience
- Experience inthe semiconductor business
- Experience in Professional Field Service Operations
- Experience in Quality management aspects within a high tech business to business environment
- APPS, EUV and/or DUV experience preferred
Personal Skills
- Strong customer oriented attitude and customer interfacing skills
- Able to analyze and draw conclusions from data or report information
- Strong communication and influencing skills
- Track record in process improvement/optimization
- Analytical thinking skills
Other information
This position requires 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 ASML to proceed with candidates who are immediately eligible to access controlled technology.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- While performing the duties of this job, the employee routinely is required to sit; walk; talk; hear; use hands to keyboard, finger, handle, and feel; stoop, kneel, crouch, twist, reach, and stretch
- The employee is occasionally required to move around the campus
- Requires frequent domestic and/or international travel dependent on company needs
- Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus
- The environment generally is moderate in temperature and noise level
- Must be able to read and interpret data, information, and documents
- Can observe and respond to people and situations and interact with others encountered in the course of work
- Willing to travel to customer sites within the region and to Headquarters when required (Veldhoven/Wilton)
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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