Technical Product Support Engineer

Applied Materials•Santa Clara, CA

About The Position

Applied Materials is seeking a Technical Product Support Engineer to provide technical support for a specific customer. The role serves as the field escalation focal point between the customer and the Division, supporting field engineers, technicians, and product support personnel who diagnose, troubleshoot, repair, and debug equipment. Responsibilities include customer fleet performance, system installations, improvement programs, and upgrades. The engineer provides Alpha Site support to Engineering for installation, operation, calibration, service, and testing of new hardware, processes, or software designs, and Beta Site support for new hardware, software, or processes on customer tools. The role reviews engineering change orders, communicates fixes to the field, analyzes and presents system performance data, supports documentation generation, and develops and reviews technical improvement, upgrade, and support-plan documentation. The position presents to customers and ensures field implementation. This is a full-time regular position based in Santa Clara, California, with travel required 50% of the time and relocation eligibility. The role calls for practical expertise in its discipline, problem-solving across complex issues, collaboration with related teams, and the ability to build consensus while explaining difficult or sensitive information. The engineer may serve as a resource to less-experienced colleagues and lead small projects.

Requirements

Demonstrated conceptual and practical expertise in the relevant discipline.
Basic knowledge of related disciplines.
Knowledge of best practices and how the role's area integrates with others.
Ability to solve complex problems and assess multiple sources of information.
Ability to explain difficult or sensitive information and work to build consensus.
Ability to work within broad guidelines and policies.

Responsibilities

Provide technical support for customer escalations, fleet performance, system installations, improvement programs, and upgrades.
Act as intermediary and field escalation focal point between the customer and the Division.
Provide technical support and documentation to field engineers, technicians, and product support personnel diagnosing, troubleshooting, repairing, and debugging equipment.
Provide Alpha Site support to Engineering for installation, operation, calibration, service, and testing of new hardware, process, or software designs.
Provide Beta Site support for installation, operation, calibration, service, and testing of new hardware, software, or processes on customer tools.
Initiate and review ECOs to ensure supporting data validates fixes, and follow up with communications to the field.
Generate and present system performance data, including MTBF, MTBI, availability, process data, and I/W spending analysis.
Support GPS in generating documentation such as CENs and BKMs.
Create and review documentation covering technical improvements, system upgrades, and support plans.
Present at the customer level and ensure field implementation.
Act as a resource for less-experienced colleagues and potentially lead small projects.