TPS (Technical Product Support) Engineer

General Profile

Requires specialized depth and/or breadth of expertise. Interprets internal or external business issues and recommends best practices. Solves complex problems; takes a broad perspective to identify innovative solutions. Works independently, with guidance in only the most complex situations. May lead functional teams or projects.

Key Responsibilities

• First “line of defense” for customer hardware escalations, customer engineer (CE) questions and field issues.
• Work closely with customers and FSO/PSEs to collect accurate problem statement, identify root-cause, and solutions proposal. Validate process and hardware CIPs.
• Responsible to provide system level support for Etch products with focus on a designated region.
• Responsible for managing field issues. Own tracking, providing action plans, managing customer engineering activities to resolve issues and work with engineering on long-term corrective actions, including CIP and Enhancements.
• Acts as intermediary between customer and respective Etch KPU by providing technical support and documentation to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing, and debugging equipment.
• Provides Beta Site Support; specifically related to installation, operation, calibration, service and/or testing of a new hardware, software, or processes. Able to run a start-up through tier 2.
• Presents system performance data as required. This includes performance metrics such as Uptime, MTBF, MTBI, Availability, equipment, and process parameters.
• Supports GPS in the generation of documentation such as CENs and BKMs.      Creates and reviews      documentation covering technical improvements, system upgrades, and support plans.  Presents at the engineering level.
• Cross functional collaboration between engineering, field support, supplier quality, manufacturing, field teams and customer teams.
• Provides training to CE’s, Customer teams and field personnel.
• Provides field productivity support with hardware related issues.
• Execute HW CIP/obsolescence /SW testing for etch products at regional labs.
• >50% Travel to support field install base.

Functional Knowledge

• Expert for specific product family and NPI related to that product family.
• Ability to follow Etch BKMs to troubleshoot customer tool issues
• Detailed system level tool knowledge
• Data analysis, tool software, hardware expertise
• Able to summarize and present about issues resolution, problem statements and analysis, root cause and solution path.

Business Expertise

• Interprets internal/external business challenges and recommends best practices to improve products, processes, or services.

Leadership

• May lead functional teams or projects with moderate resource requirements, risk, and/or complexity.

Problem Solving

• Leads others to solve complex problems; uses sophisticated analytical thought to exercise judgment and identify innovative solutions.

Impact

• Impacts the achievement of customer, operational, project or service objectives; work is guided by functional policies.

Interpersonal Skills

• Communicates difficult concepts and negotiates with others to adopt a different point of view.
  

Education: Bachelor's Degree

Experience: 7 - 10 Years

Qualifications

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Additional Information

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Relocation Eligible:

Applied Materials is an Equal Opportunity Employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, national origin, citizenship, ancestry, religion, creed, sex, sexual orientation, gender identity, age, disability, veteran or military status, or any other basis prohibited by law.