Technical Product Support Engineer

Applied Materials; Honolulu (HI); On-site; USD 90,000 - 130,000; Full time

Job summary

Applied Materials in Honolulu, Hawaii, seeks a technical support professional to manage escalations, fleet performance, installations and upgrade programs for a key customer. You will act as the field escalation focal point, delivering documentation and engineering support to field teams and product support personnel.

You will work with Alpha and Beta site support for new hardware/software testing, review ECOs, and present system performance data while assisting in process documentation.

Qualifications

• Bachelor's degree required.
• 4–7 years of relevant work experience in technical support.

Responsibilities

• Responsible for all technical support aspects at a specific customer including escalations, fleet performance, 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 and product support personnel.
• Provides Alpha Site support to Engineering for installation, operation, calibration, service and testing of new hardware, process or software design.
• Provides Beta Site Support for installation, operation, calibration, service and testing of new hardware, software or processes on customer tool.
• Initiates and reviews ECOs ensuring data supports fixes and communicates to the field.
• Generates and presents system performance data including MTBF, MTBI and Availability; analyzes process data and I/W spending.
• Supports GPS in generating documentation such as CENs and BKMs, and presents at customer level with field implementation.

Skills

4–7 Years Experience

Education

Bachelor's Degree

Job description

Key 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, including performance metrics such as MTBF, MTBI and Availability. Reporting also includes 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 and ensures field implementation.

Functional Knowledge

Demonstrates conceptual and practical expertise in own discipline and basic knowledge of related disciplines.

Business Expertise

Has knowledge of best practices and how own area integrates with others; is aware of the competition and the factors that differentiate them in the market.

Leadership

Acts as a resource for colleagues with less experience; may lead small projects with manageable risks and resource requirements.

Problem Solving

Solves complex problems; takes a new perspective on existing solutions; exercises judgment based on the analysis of multiple sources of information.

Impact

Impacts a range of customer, operational, project or service activities within own team and other related teams; works within broad guidelines and policies.

Interpersonal Skills

Explains difficult or sensitive information; works to build consensus.

Qualifications

• Education: Bachelor's Degree.
• Years of Experience: 4 – 7 Years.

Job Details

Time Type: Full time

Employee Type: Assignee / Regular

Travel: Yes, 75% of the Time

Relocation Eligible: Yes

Applied Materials is an Equal Opportunity Employer committed to diversity in the workplace. All 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.