Senior Manager, Customer Engineering

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

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.