Technical Product Support Engineer

Applied Materials•Santa Clara, CA

5d•$110,500 - $152,000

About The Position

Applied Materials is seeking a Technical Product Support Engineer to provide technical support for a specific customer and serve as a field escalation focal point between the customer and the Division. The role supports equipment escalations, fleet performance, system installations, improvement programs, and upgrades, and provides technical guidance and documentation to field engineers, technicians, and product support personnel diagnosing, troubleshooting, repairing, and debugging equipment. The engineer supports Alpha and Beta site activities for new hardware, processes, and software, including installation, operation, calibration, service, and testing. The position also contributes to engineering change orders, system-performance reporting, technical documentation, customer presentations, and implementation of improvements and support plans. The role is based in Santa Clara, California, includes 25% travel, and is eligible for relocation.

Requirements

Demonstrated conceptual and practical expertise in the relevant discipline and basic knowledge of related disciplines.
Knowledge of best practices and how the work area integrates with others; awareness of competitors and factors that differentiate them in the market.
Ability to solve complex problems, consider new perspectives on existing solutions, and exercise judgment using multiple sources of information.
Ability to explain difficult or sensitive information and work to build consensus.
Ability to act as a resource for less-experienced colleagues and potentially lead small projects with manageable risks and resource requirements.

Responsibilities

Provide technical support for customer escalations, fleet performance, system installations, improvement programs, and upgrades.
Serve as an 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/or testing of new hardware, processes, or software designs in-house or on an engineering tool.
Provide Beta Site support for installation, operation, calibration, service, and/or testing of new hardware, software, or processes on a customer tool.
Initiate and review ECOs to ensure supporting data substantiates fixes, and follow up with communication to the field.
Generate and present system performance data, including metrics such as MTBF, MTBI, and Availability, as well as 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 it at the customer level and ensure field implementation.