Business Unit Operations

Applied Materials, Inc.; Santa Clara (CA); On-site; USD 106,000 - 146,000; Full time

Benefits offered by this job

Stock awards

Bonus eligibility

Job summary

Applied Materials, Inc. is seeking a senior-level technical support engineer to manage customer escalations, fleet performance, and system installations. You will collaborate with field engineers and product support to troubleshoot, repair, and validate equipment, and lead improvement programs.

You will provide Alpha/Beta site support for new hardware and processes, review ECOs, and present performance data and documentation to customers. Travel and cross-functional coordination are expected.

Qualifications

• Requires in-depth knowledge and experience in technical support.
• Solves complex problems; uses multiple information sources.
• Acts as a resource for colleagues with less experience.
• Independently handles escalations and field coordination.

Responsibilities

• Owns all technical support aspects for a specific customer: escalations, fleet performance, installations, and upgrades.
• Serves as the field escalation focal point between customer and division with documentation.
• Provides Alpha/Beta site support for new hardware, process, or software tests.
• Reviews ECOs to ensure data supports fixes and communicates with field staff.
• Generates system performance data and presents it to customers as needed.
• Creates/delivers documentation on improvements, upgrades, and support plans.

Skills

Technical support

Escalation management

Diagnostics

Documentation

Calibration

Client communication

Project leadership

Job description

Who We AreApplied Materials is the global leader in materials science and engineering solutions that are at the foundation of virtually every new semiconductor chip and advanced display in the world. The equipment that we create and service is essential to advancing AI and accelerating the commercialization of next-generation semiconductor chips. Join us and push the boundaries of materials science and engineering in a company at the foundation of the electronics industry. The work we do together advances the world’s technology.What We OfferSalary:$106,000.00 - $146,000.00Location:Santa Clara,CAYou’ll benefit from a supportive work culture that encourages you to learn, develop, and grow your career as you take on challenges and drive innovative solutions for our customers. We empower our team to push the boundaries of what is possible—while learning every day in a supportive leading global company. Visit our Careers website to learn more.At Applied Materials, we care about the health and wellbeing of our employees. We’re committed to providing programs and support that encourage personal and professional growth and care for you at work, at home, or wherever you may go. Learn more about our benefits .Job ProfileRequires in-depth knowledge and experience. Uses best practices and knowledge of internal or external business issues to improve products or services. Solves complex problems; takes a new perspective using existing solutions. Works independently, receives minimal guidance. Acts as a resource for colleagues with less experience.Key ResponsibilitiesResponsible 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 toolProvides 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.Functional KnowledgeDemonstrates conceptual and practical expertise in own discipline and basic knowledge of related disciplinesBusiness ExpertiseHas knowledge of best practices and how own area integrates with others; is aware of the competition and the factors that differentiate them in the marketLeadership Acts as a resource for colleagues with less experience; may lead small projects with manageable risks and resource requirementsProblem SolvingSolves complex problems; takes a new perspective on existing solutions; exercises judgment based on the analysis of multiple sources of informationImpactImpacts a range of customer, operational, project or service activities within own team and other related teams; works within broad guidelines and policiesInterpersonal SkillsExplains difficult or sensitive information; works to build consensusAdditional InformationTime Type:Full timeEmployee Type:Assignee / RegularTravel:Yes, 50% of the TimeRelocation Eligible:YesThe salary offered to a selected candidate will be based on multiple factors including location, hire grade, job-related knowledge, skills, experience, and with consideration of internal equity of our current team members. In addition to a comprehensive benefits package, candidates may be eligible for other forms of compensation such as participation in a bonus and a stock award program, as applicable.For all sales roles, the posted salary range is the Target Total Cash (TTC) range for the role, which is the sum of base salary and target bonus amount at 100% goal achievement.Applied Materials is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, national origin, citizenship, ancestry, religion, creed, sex, sexual orientation, gender identity, age, disability, veteran or military status, or any other basis prohibited by law.In addition, Applied endeavors to make our careers site accessible to all users. If you would like to contact us regarding accessibility of our website or need assistance completing the application process, please contact us via e-mail at [e-mail], or by calling our HR Direct Help Line at 877-612-7547, option 1, and following the prompts to speak to an HR Advisor. This contact is for accommodation requests only and cannot be used to inquire about the status of applications.