Customer Support EUV - Operational Improvement Manager
||Customer Support General Management
||Electronics Mechatronics Other- Technical
Customer Support (CS) EUV operational management is required to shift from re-active to pro-active and secure the cost effective execution of the 2018 and beyond NXE service business execution.
How do we get there? What are the most important improvements which Customer Support must organize for and manage, to achieve effective and efficient (high volume) NXE maintenance operation? How can we, most effectively, execute the improvement projects that make up our roadmap to operational excellence across multiple sites worldwide (line) and several functional clusters (project)? If you are triggered by these questions, would like to set your footprint on this topic and would love to apply your project management skill in a dynamic, operational environment, this position might be the next challenge for you.
The job mission is to drive operational projects from the CS EUV Operations Controls “Operations Excellence” roadmap into Sustaining. The starting point for each initiative is a thorough understanding of your customers challenges and understanding of the added value of each project. The end product should reflect this, always. Most projects will be sponsored by the global CS EUV Director. Key customers include the local CS EUV directors, their EUV site managers and management teams.
The successful candidate will be responsible to execute projects that support the maturity of the CS operation. This involves:
- Taking ownership of each project from planning (scope, resources, and timeline) to project acceptance and hand-over to Sustaining;
- Driving project execution by tracking project status, milestones, risks and progress. Hold regular project meetings to track deliveries and mitigate risks;
- Managing your team incl. team spirit, focus, drive and motivation;
- Reporting on project status & progress in dedicated review meetings.
- Independently execute improvement workshops, drive optimization projects and report progress.
Master’s or Bachelor degree in a technical area or business administration with equivalent experience.
• At least 5 years operational experience in a global technical support and services operation;
• Experience with operational excellence and Lean philosophy;
• Proven experience in (complex) stakeholder management;
• Proven experience in project management;
• Preferred but not required: Knowledge of the CS ASML organization and ASML products.
- Ability to connect to and understand customer requirements;
- Change management skills;
- Able to provide a clear vision, achievable goals and priorities in the execution of your project;
- Capable of influencing people without formal authority, also at management levels;
- Able to analyze working methods / business processes, map current state, define and drive to the desired end state combined with a hands-on mentality;
- Cultural awareness and the ability to work with different cultures;
- Excellent communication skills (English, both verbal and written).
Context of the position
CS EUV Operation Controls is a new department inside the CS EUV NPI&NTR organization. This department is created to prepare for the expected EUV ramp. Operational management is required to shift from re-active to pro-active and secure the cost effective execution of the 2018 and beyond service business. Many facets of the EUV field operation need to be managed and improved through a standardized way of working (“Performance begs for Consistency and Standardization“). For instance: Hardware and software configuration, performance / output / availability parameters, OpEx parts, consumables and labor, machine maintenance planning, FCO roll-out, XLD and SO status, etc.
CS EUV Operation Controls is intended to support the global EUV CS organization in achieving its goals through creation of operational management standards like - among others - blueprints, site organization, KPI improvement and reporting processes.
Position will include occasional traveling (~ 15%) to worldwide CS local teams in US and Asia.