Customer Support Technician III

Applied Materials•Bloomington, MN

About The Position

Applied Materials is hiring a Customer Support Technician III to support its systems and customers in the assigned territory. The role plans and performs preventive and remedial maintenance, verifies equipment operational quality, troubleshoots process and system issues, and carries out start-up, warranty, paid service, and service contract activities. The technician supports customer satisfaction and uptime, coordinates with customer management, and serves as a liaison on administrative and technical matters. The position may require technical assistance in performing daily responsibilities and provides technical assistance to less experienced Applied Materials personnel.

Requirements

Ability to perform physically demanding work, including extensive walking, prolonged standing, working in tight spaces, bending, squatting, twisting, kneeling, reaching, and climbing stairs and ladders.
Ability to lift up to 35 pounds.
Ability to distinguish between colors.
Ability to work in an environment with noise that may be difficult for individuals with noise sensitivity.
Ability to use hand and power tools.
Ability to use appropriate personal protective equipment in a clean-room environment, including coveralls, hoods, booties, safety glasses, gloves, respirators, chemical aprons, and face shields.

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 of equipment down situations.
Verify and approve the operational quality of system equipment.
Perform periodic maintenance on systems daily, weekly, monthly, quarterly, biannually, and annually within established time frames; perform wet cleans as required.
Instruct customers in system operation and maintenance.
Troubleshoot and correct process variations on systems, sometimes with assistance from senior engineers.
Assume responsibility for complete customer satisfaction within assigned accounts.
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 on TIER III start-ups.
Provide technical assistance to less experienced Applied Materials personnel.
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 with preparation for and participate in customer meetings.
Develop and implement plans to increase productivity.
Track equipment performance and plan uptime improvements.
Use Statistical Process Control knowledge and Quality Improvement Process methods and terminology.
Plan and execute support activities on a wide range of Applied Materials systems.