Senior 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 hiring for a technical support role focused on customer-site issues, fleet performance, and system installations.

The position involves acting as a field escalation liaison, documenting troubleshooting steps, and supporting engineering with hardware or software testing on site. The role requires strong problem-solving skills, the ability to manage complex data and performance metrics, and collaboration with field engineers, technicians, and product

Qualifications

• Demonstrates conceptual and practical expertise in own discipline.
• Has knowledge of best practices and how own area integrates with others; is aware of the competition and factors that differentiate them in the market.
• Acts as a resource for colleagues with less experience; may lead small projects with manageable risks and resource requirements.
• Solves complex problems; takes a new perspective on existing solutions; exercises judgment based on the analysis of multiple sources of information.
• Impacts a range of customer, operational, project or service activities within own team and other related teams; works within broad guidelines and policies.
• Explains difficult or sensitive information; works to build consensus.

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.

Skills

Technical support

Escalation management

Documentation

Field engineering

Job description

Applied Materials, Inc. in Santa Clara, CA is hiring for a technical support role focused on customer-site issues, fleet performance, and system installations.

The position involves acting as a field escalation liaison, documenting troubleshooting steps, and supporting engineering with hardware or software testing on site. The role requires strong problem-solving skills, the ability to manage complex data and performance metrics, and collaboration with field engineers, technicians, and product