Customer Support Engineer

Applied Materials South East Asia Pte Ltd; Singapore; On-site; SGD 65,000 - 90,000; Full time

Job summary

Applied Materials South East Asia Pte Ltd seeks a professional to translate customer sales orders into device delivery commitments within manufacturing guidelines. You will work in cross-functional groups and support colleagues by solving problems and applying existing solutions.

You will coordinate with Product Line Managers and Engineering to handle NSRs, manage the order fulfillment from forecast to shipment, communicate status to customers, and escalate issues to ensure revenue protection.

Qualifications

• Requires in-depth knowledge in manufacturing or operations.
• Demonstrates conceptual and practical expertise in own discipline.
• Has knowledge of best practices and how own area integrates with others.
• Solves complex problems and builds consensus.

Responsibilities

• Translate customer sales orders into device delivery commitments.
• Process NSRs from customers with Product Line Managers and Engineering.
• Interface with Operations Managers and coordinate communications of order status.
• Communicate status and maintenance of commitments to customers.
• Manage the order fulfillment from forecast to shipment.
• Initiate customer-requested inside lead-time change requests.
• Prepare clean booking checklist to ensure all booking requirements are complete.
• Manage customer RMA communications process.
• Escalate to management to resolve booking or revenue issues.

Skills

Problem solving

Cross-functional collaboration

Analytical thinking

Communication

Job description

About the role

Work in cross-functional groups to translate customer sales orders into device delivery commitments within manufacturing business guidelines. Acts as a resource for colleagues with less experience, solving complex problems and taking new perspectives using existing solutions. Works independently with minimal guidance.

Key responsibilities

• Work in cross-functional groups to translate customer sales orders into device delivery commitment within manufacturing business guidelines
• Work with Product Line Managers or Product Managers and Engineering to process Non-standard requests (NSRs) from customers
• Act as primary interface with Operations Managers and coordinate communications of order shipment status and configuration changes between operations and account teams
• Communicate status and maintenance of commitments to customers, including source inspections
• Manage the order fulfillment process from forecast, manufacturing slot request, booking closure and shipment
• Initiate customer requested inside lead-time change requests for approval
• Prepare clean booking checklist (CBC) to ensure all booking requirements are complete
• Manage customer RMA communications process
• Escalate to management as needed to resolve booking or revenue issues

About you

• Requires in-depth knowledge and experience
• Demonstrates conceptual and practical expertise in own discipline and basic knowledge of related disciplines
• Has knowledge of best practices and how own area integrates with others
• Solves complex problems and takes new perspective on existing solutions
• Exercises judgment based on analysis of multiple sources of information
• Explains difficult or sensitive information and works to build consensus