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Technical Product Support Engineer

Company: Applied Materials
Location: Santa Clara
Posted on: November 18, 2021

Job Description:

General Profile: Fully demonstrates in-depth knowledge and experience. Works independently, receives guidance in only moderately complex situations. Responsible for onsite and remote customer support. Understand and solve technical problems in AMAT's new products; Understand customer needs and make plans for continuous improvements; Support in-house development for future releases.
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. 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.

    Functional Knowledge
    Basic knowledge in mechanical design and electronics. Bachelor or higher degree in mechanical engineering, electrical engineering or physics.
    5yr+ Hands-on experience in electronics and mechanical hardware repairs.
    Experience in inkjet system design and/or process development is a big plus.
    Coding and system prototyping skills is a plus.
    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
    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
    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
    Bachelor's Degree
    Years of Experience:
    7 - 10 Years
    Work Experience:
    Additional Information
    Yes, 25% of the Time
    Relocation Eligible:
    Applied Materials is committed to diversity in its workforce including Equal Employment Opportunity for Minorities, Females, Protected Veterans and Individuals with Disabilities.

Keywords: Applied Materials, Santa Clara , Technical Product Support Engineer, Engineering , Santa Clara, California

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