Manager Customer Engineer - Front End Products/ EPI

at  Applied Materials

Applied Materials is the leader in semiconductor materials engineering solutions used to produce virtually every new chip and advanced display in the world. Our expertise in modifying materials at atomic levels and on an industrial scale enables customers to transform possibilities into reality. Our innovations make possible™ the technology shaping the future.
We are looking for a Manager Customer Engineer who will lead a team of motivated Field Service Engineers and will interact with our customers.

Your key responsibilities as a Manager Customer Engineer:

• Develops and maintains customer relationship with all relevant individuals in his/her district. Performs regular customer visits.
• Manages, coaches, and directs all customer engineers in his/her district. Responsible for salary planning, career planning, corrective actions where necessary, establishes objectives and performance appraisals. Gives formal updates to all employees. Business, new hires, new products.
• Initiates reports necessary for the business. Be the prime interface with the Product Divisions: tech support, training, spares, reliability.
• Monitors the “mentor” program so that all new engineers have a defined mentor.
• In charge for support planning for service agreement. Closely interacts with service sales and the service business units (SBU) to negotiate service agreements. Ensures service agreement entitlements are delivered. Responsible for financial forecast for his/her district. Responsible for financial performance of service business in her/his district. Reports internally on quarterly basis. Ensures service agreement performance is reviewed with customer on a regular basis and is responsible to drive corrective action as needed. Identifies in close cooperation with SBU and BU CIP needs and opportunities to improve tool and or contract performance.
• Executes escalation procedure.
• Responsible for cost efficiency with the district. Measured by the financial result.
• Dealing with system installations; planning, pre-facility meeting, start-up meeting. Closely works with our installation Team and Technology management to ensure startup timelines are up to date and these departments provide needed resources.
• Manages Return Material Authorization (RMA) procedure.

YOUR EDUCATION AND EXPERIENCE

• 4-7 years of experience in the Semiconductor (or related) industry.
• Basic knowledge of EPI platforms/ processes is a nice-to-have.
• Experience with formal supervisory responsibilities; priorities for and coaches employees to meet daily deadlines.
• Understanding of how a team relates to other closely related areas to improve efficiency of own team.
• Using problem solving technics to identify and resolve day-to-day technical and operational problems.
• Impacting the quality, efficiency and effectiveness of own team and its contribution to the business unit, department, or sub-function.
• Using tact and diplomacy to exchange information and handle sensitive issues.
• Interacting with outside customers, vendors or suppliers.

EDUCATION:

Bachelor’s Degree

YEARS OF EXPERIENCE:

7 - 10 Years

WORK EXPERIENCE:

Additional Information

• Develops and maintains customer relationship with all relevant individuals in his/her district. Performs regular customer visits.
• Manages, coaches, and directs all customer engineers in his/her district. Responsible for salary planning, career planning, corrective actions where necessary, establishes objectives and performance appraisals. Gives formal updates to all employees. Business, new hires, new products.
• Initiates reports necessary for the business. Be the prime interface with the Product Divisions: tech support, training, spares, reliability.
• Monitors the “mentor” program so that all new engineers have a defined mentor.
• In charge for support planning for service agreement. Closely interacts with service sales and the service business units (SBU) to negotiate service agreements. Ensures service agreement entitlements are delivered. Responsible for financial forecast for his/her district. Responsible for financial performance of service business in her/his district. Reports internally on quarterly basis. Ensures service agreement performance is reviewed with customer on a regular basis and is responsible to drive corrective action as needed. Identifies in close cooperation with SBU and BU CIP needs and opportunities to improve tool and or contract performance.
• Executes escalation procedure.
• Responsible for cost efficiency with the district. Measured by the financial result.
• Dealing with system installations; planning, pre-facility meeting, start-up meeting. Closely works with our installation Team and Technology management to ensure startup timelines are up to date and these departments provide needed resources.
• Manages Return Material Authorization (RMA) procedure