In a nutshell

LOCATION
Singapore, Singapore
TEAM
Customer support
WORK EXPERIENCE
8+ years
JOB CATEGORY
Other technical job categories








NEW
JOB ID: J-00270720-237








Introduction to the job
Sector information
The Quality strategy towards 2025 of the sector Quality & Excellence (QE) is 3-fold: Challenge, Collaborate, Care
Improve Quality fact-based landscape supporting priority- and target-setting
Accelerate cross-sector & Business line Quality collaboration
Strengthen our quality processes and adherence for PGP and non-PGP
Become customer-centric by bring the voice of the customers into ASML
Embed an interdependent \xe2\x80\x9clive quality\xe2\x80\x9d mindset & habit at ASML
Department information
Within Quality & Excellence, the Customer Focus (CF) department is responsible for bringing the voice of the customer to our HeadQuarter (HQ), and for securing the right follow-up. To enable this, the CF department consists of a network of Zone Quality Managers (ZQM\xe2\x80\x99s) located near our key customers, and a HQ-based Customer Quality Care team (CQC), in charge of following up on major Quality Issues (a.o. Customer Complaints).
Position in the Organization
Zone Quality Manager, located in Singapore
Reports hierarchically to Q&E Focus manager TWN/SGP
Job Mission
Ensure ASML continuous quality improvements match with customer expectations
Assess zone processes and initiate improvements Role and responsibilities
Interfacewith Singapore customers on all quality aspects
Setupand maintain Customer Quality Dashboard:

• Align with customers on Customer Quality Indicators (CQI\xe2\x80\x99s)
• Secure buy-in from ASML Headquarters in case required
• Drive CQI performance to agreed targets

Managecustomer complaints (CQN):

• Intake & filtering for Singapore customer complaints
• Manage proper follow-up through the GE CF CQC team
• Manage timely closure of complaints with customer
• Support HMI ZQM in CQN workload

Managecustomer audits:

• Align with customer on audit agenda
• Work with Q&E Audit team on follow-up

Drivequality improvements:

• Intake, filtering, manage follow-up and communicate feedback for Failure Analysis Requests (FAR) in the CQN-process
• Review of \xe2\x80\x98Dead-on-Arrival\xe2\x80\x99 (DOA) spare parts with zone MQT-team and drive follow-up in HQ Parts Quality teams
• Identify and drive follow-up of major quality escalations

Assessand improve zone processes:

• Assist zone management by proposing process improvements and participate in deployment of new and improved processes
• Assist zone management in Quality awareness sessions and trainings for their staff (this includes the yearly Quality & Excellence Day)
• Drive and track follow-up of actions resulting from audit findings

Education and experience

• Bachelor-/Master-degree with extensive years of relevant experience
• Experience in the semiconductor business
• Experience in Professional Field ServiceOperations
• Experience in Quality management aspectswithin a high-tech business to business environment

Skills
Working at the cutting edge of tech, you\xe2\x80\x99ll always have new challenges and new problems to solve \xe2\x80\x93 and working together is the only way to do that. You won\xe2\x80\x99t work in a silo. Instead, you\xe2\x80\x99ll be part of a creative, dynamic work environment where you\xe2\x80\x99ll collaborate with supportive colleagues. There is always space for creative and unique points of view. You\xe2\x80\x99ll have the flexibility and trust to choose how best to tackle tasks and solve problems.
To thrive in this job, you\xe2\x80\x99ll need the following skills:
Strongcustomer-oriented attitude and customer interfacing skills
Able toanalyze and draw conclusions from data or report information
Good inusing Excel and PowerPoint
Strongcommunication and influencing skills
Trackrecord in process improvement/optimization
Analyticalthinking skills Diversity & 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. Other information
Willing to frequently visit customer sites within Singapore and 1-3 times per year travel to Head-Quarter (Veldhoven/Wilton).
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