Introduction to the job
Sector informationThe vision of the sector Global Quality (GQ):
1.Secure Customer Satisfaction on Quality by being guided by the voice of the customer, delivering
the perfect machine, delivering on time, and delivering at the right cost of ownership.
2.Secure a Quality mindset for all employees by defining and embedding Quality Values.
3.Secure Continuous Improvement by learning from Quality Issues and by providing structural
solutions.
Department information
In Global Quality, the Customer Focus (CF) department is responsible for bringing the voice of the customer to our head-quarter, and for securing the right follow-up. To enable this, the CF department consists of a network of Zone Quality Managers (ZQM’s) located near our key customers, and a Customer Quality Care team, in charge of following up on Customer Quality Notifications (Customer Complaints).
Position in the Organization
Reports hierarchically to China Quality Manager
Work together in a ZQM team with other zones in Asia, North America and Europe and with CQC team in ASML HQ, Veldhoven as key stakeholder of customer quality complaint in-take processing, analysis and solution update
Based in Shanghai
Job mission
Ensure ASML continuous quality improvements match with Customer expectations
drive for customer satisfaction and build customer trust.
Job Description
Manage Customer Quality Notifications:
Local intake & filtering
Manage proper follow-up through GQ CF Customer Quality Care team
Manage timely and good quality closure of CQN with customer, including preventive actions.
Setup and maintain Customer Quality Dashboard:
Align with Customer on Customer Quality Indicators
Secure buy-in from ASML Headquarters in case required
Drive quality performance to agreed targets
Manage Customer audits
Align with Customer on audit agenda
Work with GQ Audit team on follow-up
Assess and improve local processes
Assist local management by proposing process improvements and participate in deployment of new and improved processes
Assist local management by initiating, driving and tracking of improvements on the execution of critical processes
Assist in driving resolution of structural quality issues within our corporate programs, e.g. DOA, DOI, Known issue update…
Translate ASML Quality roadmap to customer Quality roadmap
Be the voice of the Customer on Quality towards ASML organization
Be the Quality Ambassador for ASML
Educational Level
Bachelor degree or above with extensive years of relevant experience
Experience
Experience in the semiconductor business
Experience in Professional Field Service Operations
Experience in Quality managementsystems and methodologies within a high tech business to business environment. Black belt is a plus.
Personal Skills
Business acumen to escalate critical quality issues for correction and manage known issues for prevention
Excellent coordination capability to manage the simultaneous issues from different customer sites
Proven competence to turn cross-sectoral conflicts to commonly beneficial solutions internally or externally
Strong customer oriented attitude and customer interfacing skills
Able to analyze and draw conclusions from data or report information
Strong communication and influencing skills enabling the motivation of team spirit overcoming fixed culture
Track record in process improvement/optimization
Analytical thinking skills
Leadership and change management skills
Be able to act as a quality role model for embedding quality in our daily operations
Team player, one team one goal
Skills
Working at the cutting edge of tech, you’ll always have new challenges and new problems to solve – and working together is the only way to do that. You won’t work in a silo. Instead, you’ll be part of a creative, dynamic work environment where you’ll collaborate with supportive colleagues. There is always space for creative and unique points of view. You’ll have the flexibility and trust to choose how best to tackle tasks and solve problems.
To thrive in this job, you’ll need the following 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
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