5 hours

GSC Group Lead

Wilton, CT
  • Job Code
Company ASML

Job Title: GSC Group Lead

JobID: 12540-163756#13889352

Location: Wilton, CT, 06897, USA

Description: ## Introduction

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 headquarters are in Veldhoven, the Netherlands, and we have 18 office locations around the United States including main offices in Wilton, CT, Chandler, AZ and San Jose, CA.

## Job Mission

The GSC Group lead is responsible of the operational management of the GSC TOP (Reticle Stage, Wafer Stage and Optical Module) in the Wilton organization. An important aspect of the role is related to stakeholder management in the Wilton D&E; and factory organization as one of the CS representatives next to strategic team building in alignment with the Competence Engineering team. In other words, you will be contributing to the long term strategy of GSC NA and take the lead in building and growing the GSC TOP team while in the same time securing flawless 7x24 operational support.

The role of GSC TOP Group lead is challenging and diverse. It is required to combine the operational challenges, the people and team development and stakeholder management on GSC NA & Wilton management level. It is a challenging and fast-paced role in a very dynamic environment located in the heart of ASML’s D&E; departmental and module factory facilities in Wilton, CT. The capability of the teams is continuously challenged from ASML’s customers, suppliers and internal stakeholders.

As a result It is an excellent opportunity to advance your personal and career development and to play an integral role in the success of our customers, thereby securing the future success of ASML.

Help our partners in Field Support in maximizing ASML tool performance, by providing a responsive one-stop shop for diagnostic support, specialized skills, and knowledge for technical escalations and define structural improvements in the Service Mix & way-of-working to prevent escalations in future.

## Job Description

* Responsible for the planning, coordination, realization, and prioritization of operational activities of your team (call handling, escalation management, knowledge sharing, service mix improvement identification & initiation, etc.).

* Responsible for team and people development: coaching, appraising, correcting, steering, hiring, developing and career guiding.

* Create cultural awareness and aligned expectations between local CS organizations, D&E;, other GSC competencies and your Wilton-team in order to optimize communication and cooperation.

* Support continental GSC manager in creating, adapting and driving the infrastructure and processes to secure adequate quality of GSC support and activities.

* Act as the point of escalation for field operations where satisfactory support or progress is not being achieved.

* Manage knowledge level of your team in such that it matches support demand and stays in sync with NPI. This includes proactive planning for required skill sets and tooling for NPI to sustaining transition.

* Drive the team to pro-actively proliferate knowledge towards Field Support and other GSC/Competency Engineering teams and competencies.

* Involve additional help (D&E;, IE, MF, etc.) timely in case CS is not able to solve the issue within the GSC-WW group or foresee exceeding timing of escalation process.

* Facilitate in escalations from other continental GSC’s (Asia/EU) towards Wilton 4th line support (D&E;, IE, Manufacturing, etc.)

* Identify, secure and support rollout of improvements for installed base machines.

* Be the CS Escalation point of contact for the Wilton organization

## Education

Bachelors or Master degree (preferred) in engineering, or equivalent experience.

## Experience

* +2 years of ASML supervisory and/or project coordination experience is preferred.

## Personal skills

* Strong communicator in English (both oral and written).

* Self-assured, capable of convincing people, also at higher management levels.

* Lead as change agent.

* Ability to influence others without power.

* Good presentation skills, detail-oriented and positive attitude.

* Multi-task player with good ability to work in a very dynamic, high pace environment.

* Strong analytic capability including a pro-active and result-orientated attitude.

* Committed and flexible in working hours, travel and work environments.

* Independent motivated self-driven flexible team worker, good social skills, customer-oriented and committed to the success of ASML.

* Ability to independently plan and set priorities, self-sufficient.

* Open for cultural differences and able to work with different cultures & WOW.

## Context of the position

The Customer Support Organization is responsible for the installation, relocation, upgrading, qualification, repair and maintenance of the ASML systems at our customers’ sites and is responsible for the necessary transfer of know-how to the customer. Local Customer Support branches (Field Support) perform these tasks at the customers within their specific region.

The Global Support Center (GSC) is responsible for providing remote and on-site technical support to the local CS branches in order to maximize ASML tool performance.

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.

* The employee may occasionally lift and/or move up to 20 pounds.

* May require 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.

* Can work under deadlines.

* 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.

* Can learn and apply new information or skills.

## Other Information

Position will require traveling up to 15%.
Home base for GSC Top is Wilton, CT.

EEO/AA (W/M/Vets/Disability) Employer

*Location:* Wilton - CT, US

*Level:* Bachelor

*Experience:* 2-5 Professional

*Available since:* 2017-12-14

*Functional area:* Customer Support

*Background:* Others - Technical

*Reference:* US03633


  • Engineering

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Wilton, CT

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