Technical Product Support (TPS) Engineer V - (E5

TPS V (E5) Technical Project Leader And Escalation Manager

Applied Materials is a global leader in materials engineering solutions used to produce virtually every new chip and advanced display in the world. We design, build and service cutting-edge equipment that helps our customers manufacture display and semiconductor chips – the brains of devices we use every day. As the foundation of the global electronics industry, Applied enables the exciting technologies that literally connect our world – like AI and IoT.

If you want to push the boundaries of materials science and engineering to create next generation technology, join us to deliver material innovation that changes the world.

Salary: $ - $

Location:

Chandler,AZ, Portland,OR, Santa Clara,CA

A TPS V (E5) is a technical project leader and escalation manager who owns product performance, customer satisfaction, and strategic execution across an entire product line or region, not just individual tool issues.

Experience:

• 10+ years semiconductor equipment experience.
• Advanced knowledge of DDP platforms and chamber technologies.
• Proven track record leading high-impact customer escalations.
• Experience managing cross-functional projects involving BU, Engineering, Quality, GPS, and customers.
• Demonstrated leadership without direct authority.

Technical

Skills:

• Expert troubleshooting of hardware, software, process, and plasma-related issues.
• Strong understanding of:
  • RF Systems
  • Gas Delivery Systems
  • Vacuum Systems
  • Thermal Systems
  • Chamber Hardware
  • Feature Files and Software Management
• Advanced data analysis and problem-solving skills.
• Proficient in RCCA, 8D, DOE, Fishbone, and Fault Tree Analysis.

Leadership Expectations:

• Own regional product strategy and fleet health.
• Operate as the technical authority for assigned products.
• Lead task forces and extended chamber down recoveries.
• Mentor TPS, FSE, and CE resources.
• Influence BU roadmap through field feedback and customer needs.

1. Escalation Management:

• Manage/Own L1-L3 customer escalations from identification through closure.
• Establish containment, root cause, and permanent corrective actions.
• Drive daily execution and accountability across all stakeholders.
• Provide executive level communication and recovery plans.
• Ensure CRMs are actively managed with clear closure criteria.

2. Technical Project Leadership:

• NPI support
• Chamber recovery programs
• Platform conversions and retrofits
• Product performance improvement programs
• Cross Match implementation
• Reliability improvement projects
• IW cost reduction initiatives

3. Product Ownership:

• Maintain ownership of fleet performance.
• Monitor uptime, MTBF, MTTR, defects, and utilization.
• Identify systemic issues before they become major customer impacts.
• Drive standardization and best practices across regions.
• Establish product roadmaps and support strategies.

4. Customer Engagement:

• Serve as primary technical interface for major customer concerns.
• Build trusted advisor relationships.
• Present technical findings, recovery plans, and long-term solutions.
• Support executive customer reviews and working groups.

5. Engineering & BU Interface:

• Drive engineering engagement for critical issues.
• Present field issues at working groups.
• Lead validation of corrective actions.
• Drive fleet-wide implementation plans.
• Influence future product designs through field feedback.

6. Knowledge Management:

• Create and maintain:
  • BKMs
  • Knowledge Articles
  • Troubleshooting Guides
  • PM Procedures
  • Known Issue Databases (KIB)
• Ensure lessons learned are shared globally.

7. Safety & Compliance:

• Act as a safety champion.
• Drive PSER implementation.
• Support CEN execution and compliance efforts.
• Ensure safe work practices and risk mitigation.

8. People Development:

• Mentor TPS and local service teams.
• Develop technical competency plans.
• Identify training gaps and drive closure.
• Build local FSO capability to reduce dependence on TPS intervention.

Additional Information:

Time Type:
Full time

Employee Type:
Assignee / Regular

Travel:
Yes, 25% of the Time

Relocation Eligible:
Yes

The salary offered to a selected candidate will be based on multiple factors including location, hire grade, job-related knowledge, skills, experience, and with…