Customer Support Technician III

Applied Materials•Bloomington, MN

10d•$23 - $31•Onsite

About The Position

Applied Materials is seeking a Customer Support Technician III to plan and carry out customer support activities for a wide range of Applied Materials systems in an assigned territory. The role supports system uptime and customer satisfaction through preventive and remedial maintenance, equipment verification, troubleshooting, start-ups, and service activities. The technician may need technical assistance with daily responsibilities and provides technical assistance to less experienced Applied personnel. The position works with customer management and front-line management on technical and administrative matters, including planning support, coordinating service activities, and participating in customer meetings. It also involves tracking equipment performance, supporting uptime improvements, and applying Statistical Process Control and Quality Improvement Process methods. This physically demanding position is based in Bloomington, Minnesota, with travel approximately 10% of the time. Work generally takes place in clean-room environments and requires appropriate personal protective equipment.

Requirements

Proficiency in a range of analytical processes or procedures to carry out assigned tasks.
Good understanding of how the team integrates with others to achieve objectives.
Ability to provide solutions to atypical or infrequently occurring problems based on existing precedents or procedures.
Ability to exchange information regularly using communication skills.
Ability to meet the physical demands of the job, including extensive walking; prolonged standing; working in tight spaces; bending, squatting, twisting, kneeling, reaching, and climbing stairs and ladders; and lifting up to 35 pounds.
Ability to distinguish between colors.
Ability to work in an environment with noise that may be difficult for people with noise sensitivity.
Ability to use hand and power tools.
Ability to use appropriate personal protective equipment in clean-room environments, including coveralls, hoods, booties, safety glasses, gloves, respirators, chemical aprons, and face shields.
Willingness to travel approximately 10% of the time.

Responsibilities

Assist in planning the daily work schedule within the assigned territory to complete preventive and remedial maintenance.
Use escalation policies to keep management informed about equipment down situations.
Verify and approve the operational quality of system equipment.
Perform periodic maintenance on systems—including daily, weekly, monthly, quarterly, biannual, and annual maintenance—within established time frames, and perform wet cleans as required.
Instruct customers in the operation and maintenance of systems.
Troubleshoot and correct process variations on systems, sometimes with assistance from senior engineers.
Take responsibility for complete customer satisfaction within assigned accounts and assist in planning, communicating, and coordinating support plans with customer management.
Perform start-up, warranty, paid service, and service contract activities; perform TIER II start-ups within established time frames and assist with TIER III start-ups.
Provide technical assistance to less experienced Applied personnel and use training and experience to identify some process-related system problems.
Serve as the Company liaison with customer front-line management on administrative and technical matters for assigned projects.
Assist in preparing for and participate in customer meetings.
Develop and implement productivity improvement plans, track equipment performance, and plan uptime improvements.
Use a working knowledge of Statistical Process Control and Quality Improvement Process methods and terminology.
Plan and execute support activities on a wide range of Applied Materials systems.
May provide informal guidance and support to more junior team members.