Manager , Customer Engineer III

Applied Materials•Austin, TX

About The Position

Applied Materials is seeking a Manager, Customer Engineer III to lead multiple customer-facing engineering teams supporting multiple customer accounts and locations. The manager builds and maintains customer relationships, provides leadership for customer and operational escalations, and coordinates technical support, training, spares, and reliability with Product Divisions. The role also oversees employee development, account planning, financial forecasting, cost efficiency, system installations, resource planning, RMA procedures, and the accuracy of customer engineer hours tracking. The position requires regular customer engagement and cross-functional collaboration with customers, Sales, Engineering, Product Divisions, internal leadership, and other organizations. The manager is responsible for setting priorities, developing employees and team leaders, balancing resources, and holding teams accountable for customer satisfaction, operational performance, and business results. Travel of up to 25% is required, and relocation is eligible.

Requirements

Demonstrated strong understanding and application of procedures and concepts within the job family, and working knowledge of related job families.
Understanding of the technical and operational requirements involved in managing multiple customer accounts, teams, and competing business priorities.
Ability to apply knowledge of how multiple teams, customer accounts, and related organizations work together to improve execution, customer satisfaction, resource utilization, and business performance.
Formal supervisory experience leading multiple customer-facing teams, setting priorities, developing employees and team leaders, balancing resources, and holding teams accountable for results.
Judgment and problem-solving ability to resolve technical, operational, and customer-related problems and prioritize competing requirements across customers and teams.
Ability to coordinate cross-functional resources to drive timely resolution.
Ability to communicate tactfully and diplomatically, influence decisions, and handle sensitive customer, employee, and business issues.
Ability to build effective working relationships with customers, internal leadership, Product Divisions, Sales, Engineering, and other cross-functional organizations.
Willingness and ability to travel up to 25% of the time.
Understanding of and compliance with Applied Materials' global Standards of Business Conduct.

Responsibilities

Develop and maintain strong relationships with relevant individuals across multiple customer accounts, including executive-level engagement where appropriate.
Conduct regular customer visits.
Manage, coach, and direct multiple teams of customer engineers supporting multiple accounts and locations.
Oversee salary planning, career planning, talent development, succession planning, corrective actions, objectives, and performance appraisals.
Provide formal employee updates on business priorities, new hires, new products, and organizational changes.
Initiate reports needed for the business.
Serve as the prime interface with Product Divisions for technical support, training, spares, and reliability, ensuring alignment and execution across customer teams and sites.
Monitor the CSD Award Program and its quarterly election and announcements.
Monitor the mentor program to ensure new engineers have a defined mentor and appropriate development plan.
Execute escalation procedures and lead and coordinate customer, technical, and operational escalations involving multiple accounts and teams.
Conduct account planning with the District Sales Engineer across multiple customer accounts.
Provide system sales support plans to CSD Management, Sales, and Field Engineering.
Manage the financial forecast and cost efficiency for the area of responsibility.
Plan, report, and execute system installations, including pre-facility meetings, start-up meetings, and process support identification.
Plan resources and prioritize and execute work across simultaneous customer installations and business requirements.
Manage the RMA procedure.
Measure engineer effectiveness and oversee accurate understanding and updates of Customer Engineer hours tracking.
Personally cross-check and sign off on hours tracking, measure customer engineers, and take corrective action where necessary.
Ensure effective resource utilization, workload balancing, and accountability across teams and customer locations.
Travel up to 25% to support customer engagements, team leadership, site operations, business requirements, and escalations.
Comply with Applied Materials' Standards of Business Conduct and demonstrate the company's core values and highest ethical conduct.