Manager III, Customer Engineer (M3) - PDC

Applied Materials; Phoenix (AZ); On-site; USD 88,000 - 121,000; Full time

Job summary

Applied Materials is seeking a Service Manager in Phoenix to lead regional service delivery and drive customer success. You will forecast financial, manpower, and operational needs for key businesses and manage start-ups, RMA processing, and warranty costs while ensuring uptime and service quality.

You will hire and train customer engineers, enforce safety standards, and collaborate with marketing and sales to expand service agreements and enhance customer satisfaction.

Responsibilities

• Forecast financial, manpower, and operational requirements for key businesses (start‑up, warranty, service agreements, paid service).
• Identify and pursue service agreement business in conjunction with marketing and sales.
• Manage start‑ups in terms of time and cost requirements, local inventories, RMA procedures, DSO goals, and warranty cost under reserve.
• Ensure customer satisfaction with company service and system performance.
• Interview, hire, and train customer engineers as necessary to support regional business.
• Ensure employee satisfaction through communication of business progress, setting goals and controlling achievements, and establishing training and career development plans.
• Ensure appropriate safety practices among customer engineers, develop CE skills, and spot and develop managerial or specialist talent.
• Escalate system downtime according to valid escalation procedure to ensure earliest possible return to service and report in a timely and accurate manner.
• Achieve guaranteed uptime and other parameters as sold to customers.
• Promote quality improvement processes to reduce cycle time, drive continuous improvement of technical performance, and empower the workforce.

Job description

Who We Are

Applied Materials is a global leader in materials engineering solutions used to produce virtually every new chip and advanced display in the world. We design, build and service cutting‑edge equipment that helps our customers manufacture display and semiconductor chips – the brains of devices we use every day. As the foundation of the global electronics industry, Applied enables the exciting technologies that literally connect our world – like AI and IoT. If you want to push the boundaries of materials science and engineering to create next‑generation technology, join us to deliver material innovation that changes the world.

What We Offer

Salary: $88,000.00 - $121,000.00

Location: Phoenix, AZ

You’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.

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.

Key Responsibilities

• Forecast financial, manpower, and operational requirements for key businesses (start‑up, warranty, service agreements, paid service).
• Identify and pursue service agreement business in conjunction with marketing and sales.
• Manage start‑ups in terms of time and cost requirements, local inventories, RMA procedures, DSO goals, and warranty cost under reserve.
• Ensure customer satisfaction with company service and system performance.
• Interview, hire, and train customer engineers as necessary to support regional business.
• Ensure employee satisfaction through communication of business progress, setting goals and controlling achievements, and establishing training and career development plans.
• Ensure appropriate safety practices among customer engineers, develop CE skills, and spot and develop managerial or specialist talent.
• Escalate system downtime according to valid escalation procedure to ensure earliest possible return to service and report in a timely and accurate manner.
• Achieve guaranteed uptime and other parameters as sold to customers.
• Promote quality improvement processes to reduce cycle time, drive continuous improvement of technical performance, and empower the workforce.

Functional Knowledge

• Demonstrates in‑depth understanding of concepts, theories and principles in own job family and basic knowledge of other related job families.

Business Expertise

• Applies understanding of the industry and how own area contributes to the achievement of objectives.

Leadership

• Manages a generally homogeneous team and adapts plans and priorities to meet service and/or operational challenges.

Problem Solving

• Identifies and resolves technical, operational and organizational problems.

Impact

• Impacts the level of service and the team’s ability to meet quality, volume, and timeliness objectives.
• Guided by policies and resource requirements within business unit, department or sub‑function.

Interpersonal Skills

• Guides, influences and persuades others internally in related areas or externally.

Position requires understanding of Applied Materials global Standards of Business Conduct and compliance with these standards at all times, including demonstrating the highest level of ethical conduct reflecting Applied Materials’ core values.

Additional Information

Time Type: Full time

Employee Type: Assignee / Regular

Travel: Yes, 20% of the Time

Relocation Eligible: Yes

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.