Senior Technical Support Engineer - Field & Escalation Lead

Applied Materials; Phoenix (AZ); On-site; USD 96,000 - 132,000; Full time

Benefits offered by this job

Stock bonus program

Travel opportunities

Job summary

Applied Materials in Phoenix, AZ is seeking a technical support professional to own customer-focused technical support, handle escalations, and drive upgrades. You will coordinate between field engineers and the division, documenting issues and guiding deployments of new hardware and software.

The role emphasizes system performance analysis, ECO reviews, and presenting data to customers, with travel up to 10%. Strong communication and collaboration are essential in this global leader.

Qualifications

• Demonstrates conceptual and practical expertise in own discipline.
• Aware of how own area fits with others and market competition.
• Leads small projects with manageable risk and resources.
• Solves complex problems using data and diverse sources.
• Helps teams and stakeholders understand impact and outcomes.
• Communicates clearly and builds consensus with others.

Responsibilities

• Owns all technical support aspects for a customer: escalations and fleet performance.
• Acts as field escalation focal point between customer and Division with documentation.
• Supports installation, operation, calibration, service and testing of new hardware/software.
• Provides Beta Site support for new hardware/software on customer tools.
• Initiates ECO reviews and communicates follow-up actions to the field.
• Generates system performance data (MTBF, MTBI, availability) and analyzes process data.
• Creates and reviews documentation; presents improvements and plans at the customer level.

Skills

Functional Knowledge

Business Expertise

Leadership

Problem Solving

Impact

Interpersonal Skills

Job description

Applied Materials in Phoenix, AZ is seeking a technical support professional to own customer-focused technical support, handle escalations, and drive upgrades. You will coordinate between field engineers and the division, documenting issues and guiding deployments of new hardware and software.

The role emphasizes system performance analysis, ECO reviews, and presenting data to customers, with travel up to 10%. Strong communication and collaboration are essential in this global leader.