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
• Ability to lead cross‑functional teams and drive issues to closure