Technical Product Support Lead, DDP Systems

Socket.dev; Phoenix (AZ); On-site; USD 96,000 - 132,000; Full time

Job summary

Applied Materials in Phoenix, AZ is seeking a Senior Field Support Engineer to own technical support for a specific customer, manage escalations, fleet performance, installations, and upgrade programs across hardware and software.

You will act as a bridge between customer and engineering, provide site support for installation, calibration, and testing, generate performance data, and contribute to ECO reviews. Travel up to 25% and relocation eligibility apply.

Qualifications

• Demonstrates conceptual and practical expertise in own discipline and basic knowledge of related disciplines.
• Able to interpret technical documentation and translate requirements for field teams.
• Strong problem solving and analytical thinking in a field service context.

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

Field escalations

Documentation

Installation & calibration

Data analysis

Customer liaison

Job description

Applied Materials in Phoenix, AZ is seeking a Senior Field Support Engineer to own technical support for a specific customer, manage escalations, fleet performance, installations, and upgrade programs across hardware and software.

You will act as a bridge between customer and engineering, provide site support for installation, calibration, and testing, generate performance data, and contribute to ECO reviews. Travel up to 25% and relocation eligibility apply.