Snr Global Product Support Engineer II

For over 55 years ASM has been ahead of what’s next, at the forefront of innovation and what’s technologically possible. With more than 4,500 ASMers representing 70 nationalities, our people and our advanced semiconductor devices are playing a crucial role in trends such as 5G, cloud computing, AI, and autonomous driving. But we’re more than just a tech company.

[Responsibilities]

Customer Support & Escalation Management

Act as the single point of contact (POC) for customer technical issues and requests

Own customer escalations from problem identification through root cause analysis and final closure

Lead cross‑functional task forces and interface with BU Engineering and global support teams to resolve critical issues

Tool Performance & Availability Improvement

Drive continuous improvement of system uptime, availability, and performance at customer sites

Analyze top issues using Pareto and data‑driven methodologies and prioritize corrective actions

Ensure implementation of corrective and preventive actions to avoid repeat issues

Quality, NC, and Retrofit Management

Manage Non‑Conformances (NCs) and lead completion of 8D reports for critical issues

Support FCO, retrofit, and TSB activities for released products

Oversee IQ and warranty management to meet cycle time, cost, and quality targets

NPI / CIP Support

Support NPI and CIP activities from a customer and field implementation perspective

Act as the product expert for assigned tools, ensuring knowledge transfer and best practice deployment

Collaborate with internal teams to feedback customer issues and drive design and process improvements

Communication & Stakeholder Management

Provide clear and timely communication of issue status, risks, and action plans

Align internally with management and engineering on priorities and customer commitments

Maintain strong, trust‑based relationships with customers through professional and effective communication

[Requirements]

Bachelor’s degree or higher in Engineering or a related technical field

Strong system‑level understanding of hardware, software, and process integration

Experience in semiconductor equipment support, product support, or field engineering roles

Proven ability to manage customer escalations and work in high‑pressure environments

Willingness to travel frequently to customer sites (travel percentage varies by assignment)

[Competencies]

Strong customer focus and ownership mindset

Structured problem‑solving and root cause analysis skills

Excellent communication and stakeholder management skills