Manager III, Customer Engineer (M3)

Applied Materials•Dallas, TX

About The Position

The Manager III, Customer Engineer manages the customer engineering function for a district at Applied Materials. The role develops and maintains relationships with relevant customer contacts at all levels and performs regular customer visits. It manages and coaches district customer engineers, including salary and career planning, objective setting, performance appraisals, corrective actions, engineer measurement, and tracking of customer engineer hours. The position oversees customer support and business execution across the district, including customer account planning, financial forecasting, cost efficiency, system installation planning and execution, and management of the RMA procedure. It serves as the primary interface with Product Divisions for technical support, training, spares, and reliability, and coordinates support plans for system sales. The manager also executes escalation procedures and monitors district programs such as the CSD Award Program and the mentoring program. The role works under objectives and goals, recommends changes to unit or sub-unit policies, and provides direction to employees in accordance with established policies and management guidance. It requires judgment within defined procedures, the ability to gain cooperation and present technical information, and compliance with Applied Materials' Standards of Business Conduct. The position is based in Dallas-Richardson, Texas, includes travel of 10%, and is relocation eligible.

Requirements

Demonstrated ability to analyze issues or data by reviewing relevant factors.
Ability to work toward objectives and goals and recommend changes to unit or sub-unit policies.
Ability to direct employees and administer company policies affecting subordinate employees.
Ability to exercise judgment within defined procedures and policies to determine appropriate action.
Ability to gain cooperation from others and conduct presentations of technical information concerning specific projects or schedules.
Understanding of Applied Materials' global Standards of Business Conduct and compliance with those standards.
Ability to travel 10% of the time.

Responsibilities

Develop and maintain customer relationships with relevant individuals in the district at all levels, including through regular customer visits.
Manage, coach, and direct all customer engineers in the district.
Handle salary planning, career planning, corrective actions, objectives, and performance appraisals for employees.
Provide formal updates to employees about the business, new hires, and new products; arrange guest speakers when appropriate.
Initiate reports needed for the business.
Serve as the prime interface with Product Divisions for technical support, training, spares, and reliability.
Monitor the CSD Award Program and its quarterly results, including elections and announcements.
Monitor the mentoring program to ensure each new engineer has a defined mentor.
Execute escalation procedures.
Plan customer accounts with the District Sales Engineer.
Provide system-sales support plans to CSD Management, Sales, and Field Engineering.
Manage the district's financial forecast and cost efficiency, with performance measured by financial results.
Manage system installation planning, reporting, and execution, including pre-facility meetings, start-up meetings, and identification of process support.
Manage the RMA procedure.
Measure customer engineers' effectiveness and take corrective action when necessary.
Manage the accuracy, understanding, and updates of customer engineer hours tracking, including personal cross-check and signature.
Provide direction to employees according to established policies and management guidance, and administer company policies that affect subordinate employees.
Comply with Applied Materials' global Standards of Business Conduct and demonstrate the highest level of ethical conduct reflecting company core values.