ASML Customer Support Project Leader New Product Introduction in Veldhoven, Netherlands
Customer Support Project Leader New Product Introduction
Location: Veldhoven, Netherlands
Experience: 2-5 Professional
Functional Area: Customer Support
Do you know what engineers in the field need to execute their services? Can you design and build a service? Do you know how to start executing a project without a clear scope? Can you translate risks and issues of late and missing deliveries into containment requirements? Are you able to set-up, operate processes and how to hand these over to a line organization? Can you manage change and influence without power? If so then the role of NPI PL is just the opportunity for you.
The sector Customer Support (CS) is responsible for the maintenance of ASML systems on customer locations and supporting the customer in the use of these systems in his production process.
Within CS the New Product Introduction (NPI) Yieldstar department manages the introduction of new technologies on Yieldstar systems into the ASML worldwide service organization. To execute field introduction of new products the NPI department has the following responsibilities:
Manage Service requirements and secure embedding into the design
Create, align, plan and implement manpower blueprints with appropriate buffers to ensure site readiness
Set up and operate processes to measure, diagnose, solve, implement solutions for people, products and processes
Drive performance and cost to target by consolidating and eliminating buffers,
Facilitate operational performance of products after 1st shipment by managing projects to improve performance when SLA commitments are not met
Create CS Key Decision deliverables for cross sector approvals for all of the aboveBy realizing this mission we ensure that the worldwide service organization can execute service delivery to meet customer Service Level Agreements at the agreed cost targets as defined by the Business Lines.
The NPI PL takes ownership of and is responsible for one or more NPI sub-project(s) supporting the introduction of new systems to the field. This includes the standard New Product Introduction deliverables as well as the organizational and infrastructure changes required. Throughout the different phases of the NPI sub-project(s) the PL executes different roles:
The NPI PL as “Service Manager”
As field representative the PL will ensure that requirements from the field will be taken into the design and in the development of the Service Mix (Tools, Procedures and Spares)
The PL will translate requirements into costing information (NPI, I&W)
The PL tracks requirement compliance. For non-compliances the PL defines containment requirements and ensures risks are mitigated
For service related solutions the PL defines & plans these (included Operational Level Agreements (OLA))
For all targets (XLD, DOA, Parts usage,…) the PL will set-up and operate issue intake and solution roll-out processes. For these processes the PL will align handover criteria with the line organization to migrate the execution of processes from the project to the line organization
The NPI PL as “Project Manager”
The PL ensures that the field has the required information to prepare itself (blueprint & Buffers) and drives execution by the Field and by the sector PLs and reports status
As a demand manager the PL will drive the Service Mix development units from specification to delivery and finally the validation of the delivered quality.
The PL will generate the CS Key Decision deliverables for the Product Generation Process to ensure cross sector approvals for all the NPI services
The PL manages with support of Start-up Equipment Support (SES) Engineers the Intro & Upgrade Support projects
The CS Project Leader works together with several different groups within ASML: System Engineering, Development & Engineering, Manufacturing, Logistics, Product Management and of course with the Field. Within the stakeholder groups the PL get things done by convincing people rather than using power
The NPI PL as “Change Manager”
The PL will manage the analysis of performances to ensure the definition of a roadmap towards targets. For the roadmap the PL will ensure a change plan will be formulated and executed.
The PL is driving costs to targets by eliminating buffers (e.g. remove overstocking and reduce MMR)Feedback experiences and lessons learned towards the respective teams
Master’s degree (or Bachelor + relevant experience) in physics, electronics or mechanical engineering.
Extensive equipment engineering, project, change or service delivery management experience (3-5 years) in a high-tech equipment industry
Strong influencing skills: able to motivate, drive, steer and convince others at all levels of the organization (influencing without power)
Creative, reduces ambiguity with a focus on customer requirements
Strong consultative communication skills (multi-cultural and towards different levels)
Solid service, process, project & change management skills
Strong technical background with a drive towards solutions delivered in time
Problem Analysis skills; 6 Sigma experience. Strong technical background with a drive towards solutions delivered in time.
Capable of conceiving and maintaining ‘global’ overview
Work very independent but well aligned in teams of multiple PL’s reporting into one CS
Context of the position
The NPI PL reports to the Manager CE CS ENG YS Equipment PL & SES
Willingness to travel internationally up to 20%
REQ ID: req8769