Customer Experience Engineer II - Kalispell

Key Responsibilities

• Manages major customer escalations across all supporting functions.
• Works with FIELD (Customer Engineer, iTeam, and Customer Quality Engineer) to build the case for quality issues during tool startup. Assembles and manages issue‑specific quality teams (MFG, BU, Supplier, Field, … etc.) to contain, root‑cause, and correct the issue.
• Reviews startup NC (Non‑Conformance) from key customers to identify systemic issues. Coordinates with respective IOF (Issue Owning Function) to provide long‑term corrective actions for improvement of our product quality.

Requires problem‑solving/soft skills and project management experience. Uses best practices and internal/external business knowledge to improve products or services of customers’ concern. Works independently with minimal guidance. Acts as a resource for colleagues for knowledge‑sharing.

• Develops methods, parameters, and/or project proposals to derive customers’ expected results.
• Demonstrates conceptual and practical expertise in engineering discipline.
• Utilizes drawings, specifications, industry standards, and sketches. Understands the inspection procedures and the associated measuring devices. Reads and interprets test requirement/coverage and its specifications & test limits.
• Proficiency in applying software tools on data analysis to understand the trend or area of focus on problems.

• Builds the case for individual quality events.
• The ability to compile a comprehensive list of customers’ issues to effectively track and resolve them.
• The application of Applied Materials software/database system for problem‑solving.
• Develops and applies quality standards (QMS) in accordance with company and customer requirements.
• Takes a proactive approach to predicting and addressing issues before they occur, based on previously reported issues.
• Has knowledge of best practices and how one area integrates with others.
• Leads in RRT (Rapid Respond Team) NC review meeting for field startup.
• Partners with the FSO (Field Service Organization) and reginal CQE (Customer Quality Engineer) to understand the VOC (Voice of Customer) and takes appropriate actions.
• Evaluates work methods, procedures, and policies. Tracks progress of quality event status. Reviews reliability test results. Determines disposition of non‑compliant products. Reviews and releases qualification packs.

• Manages the root cause, containment, and solution owned by respective IOF.
• Leads and facilitates internal cross‑functional team meeting.
• Works with CQE team to participate in meeting with customers.
• Works closely with the FSO and Installation team to address any customer concerns/complaints. Provides weekly feedback regarding any improvement.
• Acts as a resource for colleagues with less experience; may lead small projects with manageable risks and resource requirements.
• No supervisory responsibilities but provides informal guidance to new team members.

• Understands and can apply 8D principle to resolve issues.
• Solves complex problems; takes new perspectives on existing solutions; exercises judgment based on the analysis of multiple sources of information.
• Identifies and monitors immediate containment actions for field reported issues. Addresses customer escalations by investigating the issues, determining Root Cause, and driving an 8
  
  Ds as necessary.
• Recommends corrective action for procedural, product, or process deficiencies. Analyzes operational data. Develops and implements recommendations. Participates in and may lead audits.

• Impacts a range of customers, operations, projects, or service activities within own and other related teams. Works within broad guidelines and policies.
• Reduces qualification cost and cycle time while still meeting quality performance requirements.

• Customer/executive presentation
• Influences without authority
• Explains difficult or sensitive information. Works to build consensus.

Education:

Bachelor's Degree

Experience:

2 – 4 Years

• Shift: 10-Day 8-Hr (Kalispell, MT)
• Travel:
  Yes, 20% of the Time
• Relocation Eligible:
  No
• Time Type:
  Full time
• Employee Type:
  Assignee / Regular

The salary offered to a selected candidate will be based on multiple factors including location, hire grade, job‑related knowledge, skills, experience, and with consideration of internal equity of our current team members. In addition to a comprehensive benefits package, candidates may be eligible for other forms of compensation such as participation in a bonus and a stock award program, as applicable.

Applied Materials is an Equal Opportunity Employer. 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.