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Department information
The CS Quality and Excellence for the Micron CT is part of the Customer Support organization. The team support all local Micron sites WW for customer quality engagement. The Quality & Excellence team is responsible to define and drive the quality improvement roadmap. The team consists of 4 main pillars to enable driving Quality as an operations:
1. Customer Quality - [Micron Customer Team]
The customer quality managers secure progress and communication of quality incidents (tactical) and quality programs (strategic). They are also responsible to share customer’s voice internal at local sites and towards upstream solution providers.
2. Service Quality Engineering - [Regional]
Support local operations to address quality hits captured in the daily disturbance review meetings.
3. Service Quality Excellence - [Regional]
Drive quality programs; internal and ISO audit, Quality training, craftmanship, New Machine Quality, etc.
Logistics Quality - [Regional]
Focus on material return quality, inspections, stock purge, tool calibrations & certification

Job Mission/Description
The CS&S Customer Quality Manager in Taiwan (CQM) is part of the Customer Quality team. The role of CQM focuses on two levels:

• Tactical: Support customer in follow-up of high impact quality hits. Internally guide/push a follow-up according to the 8D process to secure a structural resolution of the incident. The high impact quality hits are typically captured in an official Customer Quality Complaint (CQN). Join weekly operational management review meeting with customer to address quality hits impacting fab operations with an upstream root cause.
• Strategic: Collaborate with customer and service quality excellence team on quality programs to address systematically the common root causes of quality hits and secure programs fit customer’s quality roadmap.

The CQM focuses on quality hits related to the products at the customer in Taiwan. The CQM closely collaborates with the local Quality engineers, the Service Excellence team and stakeholders in CS Central supporting the need to address quality concerns upstream. When needed, the CQM will connect directly with the Supplier & Procurement (S&P) team to address required improvement upstream.

Position in the Organization

• Customer Quality Manager, located in Taiwan, either Taichung (base) or Linkou
• Reports hierarchically to the Asia CT CQM manager

Job Specifications

• Interface with Micron Quality team & Micron Taiwan Fab Operations team.
• Setup and maintain customer quality dashboard:
  • Align with customer on Customer Quality Indicators (CQI’s)
  • Secure buy-in from ASML Headquarters in case required
  • Drive CQI performance to agreed targets
• Manage customer complaints:
  • Local intake & filtering for customer quality complaints
  • Manage proper follow-up through QE CF Customer Quality Care team
  • Manage timely closure of complaint with customer
  • Collaborate with local CS team on part quality matters
• Support customer audits
  • Align with customer on audit agenda
  • Work with QE Audit team on follow-up
• Drive quality improvements
  • Intake, filtering, follow-up managing, and feedback communication for Failure Analysis Requests (CQN)
  • Review of ‘Dead-on-Arrival’ spare parts with local quality engineers and CS operational team, drive follow-up
  • Identify and drive follow-up of major quality escalations
• Assess and improve Quality processes upstream
  • Assist Customer Quality management by proposing process improvements and participate in deployment of new and improved processes
  • Assist Customer Quality management by initiating, driving and tracking of improvements on the execution of crucial processes
  • Drive and track follow-up of actions resulting from audit findings

Educational Level

• Bachelor/Master’s degree with 5+ years of relevant experience in engineering background

Experience

• Experience in the semiconductor business
• Experience in Professional Field Service Operations
• Experience in Quality management aspects within a high tech business to business environment
• APPS, EUV and/or DUV experience preferred

Personal Skills

• Strong customer oriented attitude and customer interfacing skills
• Able to analyze and draw conclusions from data or report information
• Strong communication and influencing skills
• Track record in process improvement/optimization
• Analytical thinking skills

Other information

• Willing to travel to customer sites within the region and to Head-Quarter when required

Diversity and 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.

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