Customer Support Technician III

Applied Materials•Chandler, AZ

9d•Onsite

About The Position

Applied Materials is a global leader in materials science and engineering solutions used in semiconductor chips and advanced displays. The Customer Support Technician III plans and performs maintenance and support activities for Applied Materials systems within an assigned territory and customer accounts. The role verifies equipment quality, troubleshoots system and process issues, supports system start-ups, and helps ensure customer satisfaction. It also coordinates support with customer management, contributes to productivity and uptime improvements, and may provide technical assistance to less experienced personnel. The position may require technical assistance with daily responsibilities. This physically demanding role involves regular work in clean-room environments and use of appropriate personal protective equipment. The role requires extensive walking and standing, work in tight spaces, frequent bending and reaching, occasional climbing, lifting up to 35 pounds, and use of hand and power tools. Candidates must be able to distinguish colors and work in environments where noise may be difficult for individuals with noise sensitivity.

Requirements

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

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 at daily through annual intervals 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 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 with Tier III start-ups.
Provide technical assistance to less experienced Applied 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 in preparing for and participate in customer meetings.
Develop and implement plans to increase productivity.
Track equipment performance and plan uptime improvements.
Use working knowledge of Statistical Process Control and apply Quality Improvement Process methods and terminology.
Plan and execute support activities on a wide range of Applied Materials systems.