Field Technical Support Engineer — Escalations & Performance

APPLIED MATERIALS SOUTH EAST ASIA PTE. LTD.; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

Applied Materials South East Asia Pte. Ltd. is seeking a technical support specialist to manage all technical support for a designated customer, including escalations, fleet performance, and system installations.

You will drive improvement programs and upgrades, and coordinate with field engineers and product support staff. You will also provide Alpha/Beta Site support, review ECOs, and generate system performance data (MTBF/MTBI/Availability) with related process analyses and field

Responsibilities

• Responsible for all technical support related aspects at a specific customer: escalations, fleet performance, system installations, improvement programs and upgrades.
• Acts as intermediary and field escalation focal point between customer and Division by providing technical support and documentation to field engineers, technicians and product support personnel who are diagnosing, troubleshooting, repairing and debugging equipment.
• Provides Alpha Site support to Engineering specifically related to installation, operation, calibration, service and /or testing of a new hardware, process or software design in house or on an engineering tool
• Provides Beta Site Support; specifically related to installation, operation, calibration, service and/or testing of a new hardware, software or processes on a customer tool.
• Initiates and provides review of ECO's to ensure data supports fix and follow up with communication to the field.
• Generates and presents system performance data as required. This includes performance metrics such as MTBF, MTBI and Availability. Reporting will also include process data and I/W spending analysis.
• Supports GPS in the generation of documentation such as CENs and BKMs. Creates and reviews documentation covering technical improvements, system upgrades, and support plans. Presents at customer level. Ensures field implementation.

Job description

Applied Materials South East Asia Pte. Ltd. is seeking a technical support specialist to manage all technical support for a designated customer, including escalations, fleet performance, and system installations.

You will drive improvement programs and upgrades, and coordinate with field engineers and product support staff. You will also provide Alpha/Beta Site support, review ECOs, and generate system performance data (MTBF/MTBI/Availability) with related process analyses and field