Customer Support Technician

APPLIED MATERIALS SOUTH EAST ASIA PTE. LTD.; Singapore; On-site; SGD 45,000 - 60,000; Full time

Job summary

A leading technology company in Singapore is looking for a technician to perform preventive and remedial maintenance on systems, ensuring customer satisfaction and operational quality. The role requires physical endurance and proficiency with hand and power tools. The technician will be responsible for planning and executing maintenance schedules, troubleshooting issues, and supporting customer interactions. This position may involve working in clean rooms and requires the use of personal protective equipment.

Qualifications

• Experience in preventive and remedial maintenance.
• Ability to troubleshoot process variations and provide technical assistance.
• Proficiency in using hand and power tools.

Responsibilities

• Plan daily work schedules for Preventive Maintenance.
• Ensure customer satisfaction within assigned accounts.
• Manage start-up and service contract activities.

Job description

Key Responsibilities

Assists in planning the daily work schedule within assigned territory to ensure completion of Preventive Maintenance and remedial maintenance.

Uses escalation policies as required to keep management informed of down situations.

Verifies and approves the operational quality of system equipment. Performs daily, weekly, monthly, quarterly, biannual, and annual periodic maintenance on systems within established time frames. Also performs wet cleans as required. Instructs customers in the operation and maintenance of systems. Troubleshoots and corrects process variations on systems partially with assistance from senior engineers.

Assumes responsibility for complete customer satisfaction within assigned accounts. Assists in planning, communicating, and co‑ordinating support plans with customer management.

Performs start‑up, warranty, paid service, and service contract activities. Performs TIER II start‑ups within established time frames. Assists on TIER III start‑ups. Provides technical assistance to less experienced Applied personnel. Uses training and experience to identify some process related system problems.

Serves as the Company liaison with the customer's front line management on administrative and technical matters for assigned projects. Assists in the preparation of and participates in customer meetings.

Develops and implements plans to increase productivity. Tracks equipment performance and plan uptime improvement. Has a working knowledge of Statistical Process Control. Utilises Quality Improvement Process methods and terminology.

Plans and executes support activities on a wide range of Applied Materials' systems. May need technical assistance in performance of daily responsibilities.

Other Requirements

This is a physically demanding position that often requires extensive walking, standing for extended periods of time, working in tight spaces, bending, squatting, twisting, kneeling, reaching, climbing stairs and ladders, lifting up to 35 lbs., the ability to distinguish between colors, the ability to work in an environment with noise that may be difficult for some individuals with sensitivity to noise, and the use of hand and power tools. Additionally, because this position generally involves working in a clean room, it requires the use of appropriate Personal Protective Equipment such as coveralls, hoods, booties, safety glasses, gloves, respirators, chemical aprons, and face shields.

Functional Knowledge

• Has developed proficiency in a range of analytical processes or procedures to carry out assigned tasks

Business Expertise

• Has a good understanding of how the team integrates with others to achieve objectives

Leadership

• May provide informal guidance and support to more junior team members

Problem Solving

• Provides solutions to problems in situations that are atypical or infrequently occurring based on existing precedents or procedures

Impact

• Impacts the quality of own work and its contribution to the team

Interpersonal Skills

• Uses communication skills to regularly exchange information