Eindhoven, North Brabant, Netherlands
People describe me as an enthusiast and motivator. Indeed, I am a dynamic individual with a passion for lifelong learning and taking action to drive the (sustainable) future of myself and those around me. My approach to life and work is characterized by a positive outlook, an openness to new ideas and perspectives, and a willingness to embrace change and challenge. With a strong foundation in mechanical engineering and a passion for both technology & the people-oriented side of business, I have developed my career in the field of Customer Support. I have a wide range of experience, from hands-on troubleshooting, preparing financial business cases and defining strategic directions to leading teams and projects.
As a Senior Customer Support Specialist, I lead the development and deployment of diagnostic service solutions that enhance the performance and efficiency of ASML’s field operations. My role bridges technical innovation and customer-centric service by translating complex diagnostic requirements into actionable tools and processes. I collaborate closely with cross-sector teams to drive continuous improvement, knowledge sharing, and global standardization of diagnostic practices. Through stakeholder engagement, data-driven insights, and strategic alignment, I help ensure our service products meet the evolving needs of both our customers and field engineers.
Leading the introduction of new service products as Customer Support representative, from product definition to rollout. Focus on DUV service products.
As the founding Head of Customer Support at Lightyear, I established and led the Customer Support department, creating and executing the delivery, maintenance, and repair strategy. I initiated five specialized teams: Customer Care, Vehicle Support Engineering, Competence Engineering, Service Logistics, and Design for Service, all dedicated to delivering exceptional customer experiences
As a Strategic Business Planner, I provided valuable insight to key decision makers through objective analysis of the needs and performance of ASML's Customer Support organization. By doing so, I played a crucial role in driving the efficiency and continuous improvement of the organization. I was responsible for understanding the current state of the organization in terms of FTE, roles, organizational structure, customer contracts, locations, and efficiency of work, as well as forecasting its future development. Utilizing this information, I supported senior management (EVP and VP level) in making informed budget and headcount decisions.
Supported management of the local customer support organization in Linkou (Taiwan) to enhance service performance by: - Leading troubleshoot activities - Interfacing to the customer - Assessing the requirement for central support - Increasing clarity on roles and responsibilities of employees (~70 people) - Improving internal processes and aligning with external processes - Guiding continuous improvement via postmortem reviews
Responsible for the daily management and development (both technical and soft skill) of a team of 14 Global Support Center engineers from various nationalities and backgrounds. The team is responsible for troubleshooting the most vital mechanical subsystems of the ASML machines in time driven escalations and doing the follow up to prevent re-occurrence. This is a fast paced, high pressure work environment. Other tasks include project and change management, planning, handling support requests, account support and overseeing the interview and review processes for team members.
De Kleine Consultant is a non-profit strategy consultancy firm, run by students and coached by A.T. Kearney consultants. De Kleine Consultant strives to grow its consultants and clients by delivering strategic advice, there where most impact can be generated. As Founding Director, I was the initiator of a new branch in Eindhoven. My tasks included, among others, the recruitment and selection of new consultants and the acquisition of new projects. Before my role as Founding Director, I worked as a consultant with a small team on the project 'Brandweer zonder Grenzen'. We developed strategies to improve the internal structure of this foundation.
As a student ambassador, I excited school students for the study of mechanical engineering. I did this as a presenter during open days (audiences of +/- 200 people), as a personal conversation partner during study-stand dialogues, and as a tour guide during faculty tours.