Global Technical Product Support Engineer

Applied Materials, Inc.; Santa Clara (CA); On-site; USD 111,000 - 152,000; Full time

Job summary

Applied Materials, Inc. in Santa Clara, CA, is seeking an on-site technical support professional to manage customer escalations, fleet performance, system installations and upgrades.

The role also involves acting as a field escalation focal point between customers and the division, providing documentation and technical guidance to field engineers and product support staff. The position covers Alpha/Beta site support for new hardware and software designs, ECO reviews, and generation of system

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, Inc. in Santa Clara, CA, is seeking an on-site technical support professional to manage customer escalations, fleet performance, system installations and upgrades.

The role also involves acting as a field escalation focal point between customers and the division, providing documentation and technical guidance to field engineers and product support staff. The position covers Alpha/Beta site support for new hardware and software designs, ECO reviews, and generation of system